Building a Lasting Impression

By Joe Tye and Anne Hancock Toomey

When someone walks into your hospital, his first impression is created by the physical architecture. But his lasting impression — and what he is most likely to talk about when he returns home — will be determined by what we call the “invisible architecture” of core values, organizational culture and behavioral expectations. Ironically, while we design buildings down to the precise location of every light switch and shade of wallpaper, more often than not invisible architecture is allowed to evolve without a plan.

To