Karen Voci, Executive Director, Harvard Pilgrim Health Care Foundation
Shani Dowd, Director, Culture InSight
Several years ago, Hallmark Health System, which includes Lawrence Memorial Hospital of Medford and Melrose-Wakefield Hospital and is located north of Boston, realized it had a substantial challenge: while its patient population had changed dramatically in terms of language and culture, its staff and management had not. Enter Culture InSight, an operating program of the Harvard Pilgrim Health Care Foundation that was brought in by Hallmark Health to help facilitate the changes needed to better serve their patients.