Case study: Increasing alignment by fostering connection to senior leadership at WellSpan Health 

WellSpan Health 

WellSpan Health is an integrated health system serving Central Pennsylvania and Northern Maryland. They care for their communities through 11 hospitals and 250+ locations, leading in value-based care. WellSpan Health’s team of 23,000 includes 2,700 employed providers and a clinically integrated network of 3,000 aligned physicians and advanced practice providers. 

Challenge

In 2024, team member survey results revealed that confidence in WellSpan Health’s senior-most leadership was both a top driver of engagement and an area with opportunity for improvement. Survey comments highlighted a few key themes, including a desire for greater visibility and presence from senior leaders, clearer and more consistent communication, and a stronger understanding of day-to-day front-line realities. Team members also said they wanted to see clear action—and follow-through—on the feedback they provide. 

Strategy 

To further this progress, WellSpan introduced several initiatives to bring senior leadership closer to the front lines and enhance open communication: 

1. Insightsand inspiration sessions connected team members directly with the CEO to discuss strategy and address questions. 

2. Cascade to your teams slides ensured consistent, clear messaging across all levels. 

3. 2-minute takeaways, concise video messages from the CEO, tackled timely topics with clarity and authenticity. 

4. Huddle talking points offered quick, impactful updates to keep teams aligned with organizational decisions. 

5. 1-2-3 action planning encouraged co-creation of solutions, reinforcing shared ownership. 

6. Press Ganey’s Crowdsourcing technology  empowered managers and directors to collaboratively address challenges, including confidence in leadership. 

7. Right leader, at the right time. Senior executives share weekly system updates to managers (and above), including key points for leaders to pass down to front-line teams.  

Results 

• “I have confidence in WellSpan Health’s senior-most leadership” remained a key driver and was the most improved item that was asked of all team members and physicians, with a +0.16 increase within one year. 

• +0.05 increase in overall engagement after one year