Healthcare and the Human Centered Organizational Culture during the COVID-19 Pandemic

The Human-Centred Management (HCM) model focuses on the importance of the wellbeing of people asworkers and users. The healthcare sector stands as one of the key fields responsible for the continuousimprovement of the physical and mental wellbeing across society. This study was conducted in Italy at a timewhen the healthcare sector was undergoing major disruptions and pressures. On the one hand, dealing withbudget reductions mismatching increasing requests for inpatient and outpatient services, in an environmentsubject to constant technological change. On top of the recurrent constraints, the world during the first quarterof 2020 was affected by the COVID-19 pandemic that dramatically challenged the national healthcare system.This chapter examines the case of the Modena Health Agency, located in one of the most affected regions ofItaly. The analysis includes foreseeable solutions, best care practices, and lessons learned from the experiencein alignment with the human-centred organizational culture, highlighting narratives and challenges leading tothat transformation and renewed of healthcare system focused on the quality and safety standards of healthcarepatients and professionals.