In a four-year implementation project, we worked with 30 healthcare organizations to build a Mangomoment culture. A Mango Moment is about someone creating a moment of great value for another person with a small gesture or unexpected attention.
We focused on hospitals, residential care centers, rehabilitation centers, centers for people with disabilities and primary care organizations in this project. A first wave of 20 organizations started in November 2019, and a second wave with 10 new healthcare organizations started in January 2022. Each organization has a Mangomoment ambassador and per organization, three teams participate, including at least 1 oncology team and at least 1 non-oncology team.
We worked out a multidisciplinary learning network, providing various forms of support through workshops, network meetings and continuous support in the rollout of the project.
We provided learning experiences about person-centeredness and saw that this approach helped healthcare organizations broaden and get to know and value partners from the other line better.
30 healthcare organizations across Flanders helped build a Mangomoment culture!
Results Mangomoment Implementation Project
To learn from organizations that have already gotten started, the implementation strategies, success factors, obstacles and impacts of 18 organizations were identified.
The study used a qualitative research design using semi-structured interviews. Information was collected through board members, support services and staff with direct patient contact.
A total of 45 interviews were conducted.
- An initial conclusion of this study was that the one size fits all principle does not apply in the context of the Mangomoment project. Consequently, different implementation strategies were used by the organization to implement the Mangomoment concept. Variation was noticeable in the implementation strategies, both between organizations and within organizations. For example, there were organizations with a more structured project-based approach versus an approach with rather focus autonomy and spontaneity, but everywhere management was involved in combination with a bottom up approach, and that seems to us to be the most desirable. One piece of advice we can give is that the Mangoment project should fit within the vision, mission and strategic objectives of the organization.
- A second conclusion is that within the project structure, the role of management & Mangomoment ambassador at the organizational level should be clearly named and exercised. They can raise awareness, share good practices across departments, coordinate and follow up. Designating a central point of contact is therefore crucial. Moreover, it appears to be a success factor if this person ensures that Mango moments are created with respect to patients and loved ones, as well as with respect to employees. Cooperation with the HR department is a facilitating factor.
- The third conclusion is the involvement of managers and change agents at the service level. They have an exemplary role and are the individuals par excellence who can name and make visible Man moments. They are often the informal leaders who then have to pull the rest of the group along. We therefore recommend placing those employees in the spotlight sufficiently.
- A fourth conclusion is that awareness of the concept is an important prerequisite to success. Making Mangomoments visible and discussable isessential to scaling up individual Mangomoments into a Mangomoment culture. This can be done through social media, own platforms, magazines, ... In concrete terms, this means that a communication plan is available within the organization as to how the information is shared from different teams, living groups, departments, ... as well as with board members, directors and external partners.
Mangomoment Online Inspiration Modules (MOIs).
In consultation with Come on Against Cancer, we made digital lesson kits or "Mangoment Online Inspiration Modules (MOI)" available to the network. These MOIs can already be found here on this website under the section "Educational Materials".
The MOIs consist of an introduction, assignments and visuals. Each MOI is supported by a "teaching note" that explains how to get started with this MOI within your organization. The Mangomoment model is the guideline for the development of these MOIs. In addition, we organized bimonthly reflection moments with contact persons. During those joint meetings we focused on four aspects:
- Intervision: how is the Mangomoment project going in your own organization, how was the MIM received, ...
- Inspiration: each new MIM was introduced and explained.
- Development: based on the needs, we jointly developed new MOIs and validated the Mangomoment Culture Measurement Instrument.
- Process evaluation: during certain meetings, a process evaluation is completed by the participants so that we can adjust our approach where necessary. Four master students under the program "Management and Policy in Healthcare" (KU Leuven) evaluated the implementation methodologies used by the organizations.
From September 2021, we further rolled out the Mangomoment project in 30 healthcare organizations, with live workshops and networking events.