10/20/2026
"PCC’s Chip Hart recalls a story he heard from a pediatrician who, like many others, told him that she valued compassion in her practice’s culture. To her, this meant that she would accept anyone who arrived at her practice doors. When one day she heard her front desk staff informing a late patient that they would have to reschedule, she was upset that the employee was not following the practice’s stated culture of compassion.
The front desk person replied that they were following culture: They were showing compassion for patients with appointments after the late arrivals. The doctor realized their employee was right, and gained a new, in-depth understanding of her own practice culture, as well as a look at how compassion is lived, not just as an ideal.
A pediatric practice’s culture is more than its atmosphere, employee perks, or a mission statement hanging on the wall. Culture is the set of expectations, behaviors, and experiences that shape how a practice operates — for both patients and staff."
Read more from PCC on how to build a strong pediatric practice culture and how to know if it's working! 👇
Learn how to build a strong pediatric practice culture that aligns values with actions, enhances employee engagement, and improves patient experiences.
