Ivey Publishing
Temple Health System: Real-Time Feedback & People Analytics (A)
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7 pages (6 pages of text)
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Case (Field)
In 2017, Dr. Gordon Morewood, chair of anesthesiology at Temple University Health System (Temple Health) in Philadelphia, Pennsylvania, faced a rapidly changing health care environment. Responsible for training anesthesiology residents and for all anesthesiology patient care across Temple Health’s system, Morewood faced rising expectations for improving patient outcomes, patient satisfaction, and financial performance. Communication in health care had long operated in silos, and Morewood knew that significant changes in medical education and a shift toward cross-functional communication in health care were needed. A digital real-time performance feedback application (app) could help with the change process by building a growth feedback culture. The app could also use people analytics to identify the skills, knowledge, and experience most critical to the institution and assess competency development across the organization. The tool could help Morewood achieve the changes needed to meet the expectations in health care. Should he launch the app across the health system? If so, how would he introduce the new feedback culture and its use?
Learning Objective:
This case was designed for use in undergraduate-, graduate-, and executive-level courses on leadership, organization behaviour, human resources, and strategy. The case is designed to ground the lesson with proven theoretical concepts in performance management while pushing into current human capital trends in an applied manner.

The case is broken into two parts, A and B. Part A discusses the emerging topics of real-time feedback, challenges with traditional performance appraisal systems, change process considerations, and what it means to create a culture of growth-level feedback. Part B focuses on the decision to go forward with proposing to scale the change management strategy needed to succeed.

By working through the case and assignment questions, students will have the opportunity to do the following:
  • Understand considerations around the implementation of digital real-time feedback to improve communication.
  • Develop a growth-feedback-culture mindset.
  • Apply people analytics to drive behaviour change and performance improvement.
  • Understand complex organizational dynamics related to communication and performance in industries such as health care.
Organizational Behaviour/Leadership
Health Care Services
United States, Large, 2017
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Associated Materials
Supplements: 9B20C019 (7 pages)
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