The Importance of Company Culture

Introduction

What is ‘Company Culture’ and why does it matter?  We’ve all heard the term, but what does it really mean in practice?  Well, it’s usually defined as a set of shared core values and practices that define an organisation and ideally, should be distilled from staff and management in a collaborative way.  When successfully embedded throughout the business they are reflected internally as well as externally towards clients or customers, demonstrating authenticity at every level.

If used effectively and consistently, company values ensure that when it comes to recruitment, job adverts are far more likely to attract candidates whose personal values align with that of the company.  They will feel ‘at home’ and settle quickly into a working environment that is a great fit for them and will be among colleagues they sense a strong affinity to.  In short, personnel quality is maintained, the culture engenders company loyalty and retention rates will be high.

For clients of the business, strong working relationships will be more easily forged, built on trust and mutual respect.  High standards throughout, including resolving any difficulties that arise, will ensure long term partnerships and continuing business, benefitting both parties.

The ILS Culture

As part of the HCML Group, ILS Case Management specialises in supporting clients of all ages living with a catastrophic brain injury.  We coordinate care and rehabilitation tailored to their specific needs by providing excellent case management services along with client payroll and HR services to fully support them, and their best interests are first and foremost in everything that we do.

The role of a case manager at ILS is as diverse as the individuals we support and they all have the skills and experience to continually adapt to a client’s changing needs and wishes to help them to identify, prioritise and fulfil their goals.  Our aim is to enable clients to regain and maintain the best quality of life by working closely with them, their families, and care teams to support every aspect of their physical, cognitive, and emotional wellbeing.

We pride ourselves on our high standards, so the calibre of our office staff and the quality of our Case Managers accurately reflects this, underpinned by meticulous recruitment and onboarding processes.  It’s also embedded into our staff policies at every level.

So what positive impact does our culture have on our customers and clients?

Why Culture is So Important

As a human resources professional with over 20 years of experience, and having spent the last decade with ILS, I can confidently say that company culture is a cornerstone of our success. This belief isn’t just theoretical; it’s something we live and breathe every day at ILS.

I feel incredibly fortunate to have been afforded the trust and empowerment to deliver my role without compromise. This has enabled me to ensure that our culture remains strong and our values remain intact. Here’s why culture is so vital at ILS:

• Adaptability and Continuous Improvement

Change is essential for growth and improvement, yet many organisations struggle with it due to a rigid culture. At ILS, we embrace change and continuously seek ways to improve, ensuring our culture supports this mindset.

• Alignment with Personal Values

Working in an environment that reflects our own values and ethos is crucial. Policies on flexibility and inclusivity are only effective if genuinely supported by the company’s culture, driven authentically from the top. We therefore work hard to recruit individuals whose personal values align with those of the company.

• Living Our Values

Values should not just be words on a page; they must be actively practiced and demonstrated daily. Our recent employee survey highlighted this, with one employee commenting, “ILS staff and management live and breathe the ILS values,” reinforcing our commitment to our principles.

• Values-Based Recruitment

Our values-based recruitment process ensures that we select qualified, highly skilled and experienced case managers whose principles align with those of the company. This alignment is crucial for maintaining the integrity of our culture and ensuring that our team members are committed to our mission and values. As well as applying this ‘filter’ to new case managers, we ensure the ethos of all new team recruits align with that of the company. This careful and considered selection makes a significant difference in fostering excellent professional relationships between case managers, their clients and their families, and our referrers.

• Empowerment and Respect

As a Director at ILS, I take my role very seriously. I believe in listening to the views and opinions of others. Recognising and utilising the skills and expertise of our team members is vital for the company’s success. This approach is only possible because my own managers have empowered me and shown me the same respect. It’s important to acknowledge your own limitations and recognise the skills and strengths of others. By championing and harnessing the   skills, experience and knowledge of others it benefits and empowers the individual as well as the company as a whole.

• Communication and Trust

My biggest dislike is blame, as it is never productive and only breeds hard feelings and distrust. At ILS, we treat everyone with respect and kindness, regardless of their position. The strength of our culture is how we speak to each other, how we trust, how we empower, and how we resolve conflicts and problems.

The Impact on Our Clients

Our clients are at the heart of everything we do. They inspire us daily and keep us focused on our mission. A positive company culture directly impacts the quality of work we deliver to our clients in several ways:

• Employee Engagement and Retention: Our supportive culture boosts employee engagement and retention. With 80% of our workforce having over five years of service, we maintain a stable, experienced team dedicated to delivering the best service to our clients.
• Quality of Service: When employees feel safe, trusted and empowered, they are more likely to perform at their best. This, in turn, enhances the quality of service we provide to our clients, ensuring we meet their needs with excellence.
• Person-Centred Outcomes: Engaged and valued client-facing staff are more likely to deliver high-quality, person-centred outcomes. This individualised approach lies at the heart of what we do, ensuring that each client receives the tailored support they need to achieve the best possible outcomes.

In conclusion, the culture at ILS Case Management is the bedrock of our success and the high-quality care we provide to our clients. By fostering an environment of respect, empowerment, and continuous improvement, we ensure that our team members are engaged, valued, and aligned with our core values. This positive culture not only enhances employee satisfaction and retention but also directly translates to the exceptional service we deliver to our clients. Our commitment to adaptability, personal values, and open communication creates a supportive atmosphere where everyone can thrive. Ultimately, it is this strong, values-driven culture that enables us to make a meaningful impact on the lives of our clients, helping them achieve the best possible outcomes.

Author: Emma Ferguson, Business Services Director

This article was also published on WWW.NRTIMES.CO.UK on 8th May 2025