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How do you measure your practice's culture?

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Your practice's culture is the shared set of values, beliefs, and behaviors that shape how you and your team interact with each other and your clients. A positive and aligned culture can boost your productivity, performance, and reputation, while a negative or fragmented one can harm your morale, retention, and profitability. But how do you measure something that is often intangible and subjective? Here are some ways to assess and improve your practice's culture.

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1 Survey your staff

One of the simplest and most effective ways to measure your practice's culture is to ask your staff for their feedback. You can use online tools or paper forms to create anonymous surveys that cover various aspects of your culture, such as communication, collaboration, recognition, innovation, and satisfaction. You can also include open-ended questions that allow your staff to share their opinions, suggestions, and concerns. The results of your surveys can help you identify the strengths and weaknesses of your culture, as well as the gaps between your desired and actual culture.

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Jason Ely, PMP?, CCMP?

Managing Partner at Strativ Consulting & Adjunct Instructor of Business at George Mason University
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Trust is the foundation of meaningful feedback. Before anyone shares their honest opinion, they have to trust that their honesty won't be punished. But how do you leverage trust to solicit feedback before you have the feedback to show that trust exists in the first place? Mutual vulnerability. I like to define this as "putting your guard down and just being human together for a moment." This can be as simple as a manager saying these three words to a team member: "I don't know." With the manager leading by example, the team member's response will clearly indicate whether or not trust exists on the team. Vulnerability is a great way to establish trust at work, which will dramatically increase the efficacy of employee feedback.

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Rayni Brindley McMahon

Behavioral Health Executive | Certified Professional in Healthcare Quality | CHIEF Member
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Getting feedback from staff on key areas of communication (such as psychological safety in group settings and leadership sharing the "why" of initiatives/changes) as well as the state of accountability (does it occur? Is everyone held to the same standards?) in the organization is important as perceived absence of communication/transparency or accountability can indicate a dysfunctional culture and disengaged staff.

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2 Observe your behaviors

Another way to measure your practice's culture is to observe how you and your team behave in different situations. You can look for indicators such as how often you praise, coach, or criticize each other, how well you handle conflicts and feedback, how flexible and adaptable you are to changes and challenges, and how engaged and motivated you are in your work. You can also compare your behaviors with your stated values and mission, and see if they align or contradict. Observing your behaviors can help you spot any inconsistencies or problems in your culture, as well as any opportunities for improvement.

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Jason Ely, PMP?, CCMP?

Managing Partner at Strativ Consulting & Adjunct Instructor of Business at George Mason University
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A word of caution... The intent here is to "observe" behaviors, not judge. Managers are trained to deliver quality work, in-scope, on-time, and on-budget. Managers have to move quickly as they toggle among various subject matter and work streams, and often rely on a strong ability to quickly assess (or "judge") situations as problems arise. While professional judgement is one quality of a good manager, it is not the right skill to employ when observing team culture. In the context of measuring culture, it's important to suspend judgement when observing individual and collective behaviors. Listening with the intent to understand and leading with compassion will get you a lot further than assuming you know why people act a certain way.

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3 Analyze your outcomes

A third way to measure your practice's culture is to analyze how it affects your outcomes. You can use data and metrics such as revenue, profit, growth, retention, referrals, quality, and efficiency to evaluate how your culture impacts your performance and results. You can also look for correlations or patterns between your culture and your outcomes, such as how your culture influences your client satisfaction, loyalty, and advocacy, or how your culture affects your staff turnover, absenteeism, and productivity. Analyzing your outcomes can help you quantify the value and benefits of your culture, as well as the costs and risks of a poor culture.

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4 Benchmark your peers

A fourth way to measure your practice's culture is to benchmark it against your peers. You can use industry standards, best practices, or case studies to compare your culture with other practices in your field or niche. You can also join networks, forums, or associations that allow you to share and learn from other practitioners who have similar or different cultures. Benchmarking your peers can help you gain insights and perspectives on your culture, as well as identify any gaps or areas for improvement.

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5 Implement your actions

The final way to measure your practice's culture is to implement the actions that you have derived from your surveys, observations, analyses, and benchmarks. You can use a SMART (specific, measurable, achievable, relevant, and time-bound) framework to set goals and action plans for improving your culture. You can also involve your staff in the process, and communicate your vision, expectations, and progress. Implementing your actions can help you monitor and evaluate your culture, as well as create a positive and continuous feedback loop.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jason Ely, PMP?, CCMP?

Managing Partner at Strativ Consulting & Adjunct Instructor of Business at George Mason University
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Elephant in the room --> How do you measure your management's culture? From what I've seen, companies are always collecting/analyzing data on employee morale and commitment to the company, while brainstorming ways to "reduce" turnover (a negative outcome). But I think there's a better, more effective way to get to the same result?? I would like to see greater emphasis on collecting/analyzing data on management's morale and commitment to the employees, while brainstorming ways to "increase" retention (a positive outcome). As long as the focus is on the employees' behaviors, management won't be held accountable. The only thing I really need to know is "would you work for your manager again?" That's where I'd start. That's where I'd end.

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How do you measure your practice's culture?

1

2

3

4

5

6

1 Survey your staff

2 Observe your behaviors

3 Analyze your outcomes

4 Benchmark your peers

5 Implement your actions

6 Here’s what else to consider

Practice Management

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How do you measure your practice's culture?

1

2

3

4

5

6

1 Survey your staff

2 Observe your behaviors

3 Analyze your outcomes

4 Benchmark your peers

5 Implement your actions

6 Here’s what else to consider

Practice Management

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