Boss Report Card

Laura McDonough

Company

Intermountain Healthcare

Title

VP of Consumer Experience

Grade Boss

Overall Report Card

1 review

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What do they mean?

Employee Development

Communication

Integrity

Employee Empowerment

Knowledge

Authenticity

Reviews

Overall Report Card

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Individual Report Cards

What do they mean?

Employee Development

Communication

Integrity

Employee Empowerment

Knowledge

Authenticity

Comment

Laura is at best a glorified project manager in name of being a leader with very little subject matter CX expertise due to her sheer lack of experience within that functional domain. Despite her lack of functionalexperience, she is a terrible leader in terms of directing, guiding, motivating and helping remove roadblocks when issues were escalated. She has her own professional agenda that is motivated by always putting her own interest above that of the various teams in the department. She has quickly risen the ladder through manipulation and most of all taking credit for hard work done by her direct reports to gain credibility among senior leadership by positioning herself as the overachiever, shining star with little to no acknowledgement of the immense contribution of those who really worked hard behind the scenes. She always comes across as very guarded yet very personable, friendly at first, as a way to get on your good side. Fact of the matter is all of that external warmth is just a facade to lure you into becoming her 'Yes Man'. She doesn't really care about anyone but her own visibility and growth in her role. Overall, she can't be trusted as a leader, as she will say one thing and do something entirely different further demonstrating a complete lack of authenticity in her overall approach to leadership. She leads with complete lack of transparency misleading her teams to avoid having to deal with difficult situations and buying time in the process until she gets her way. For example, she started a Department redesign which was dragged on for months creating a very poor morale and culture within the team and department -- all within a few short months of her assuming the position. One can easily see through her diplomacy which is very misleading at first but eventually in shows up as no authenticity in her thoughts, actions and words. She intentionally postioned every bit of communication related to CX vision, direction and culture very vaguely for several months despite probing for more clarity. Her way of avoiding her responsibility of being a leader through ownership, and committing to decisions to help chart some sense of a clear course providing all concerned with strategic clarity to ensure we are all rowing our boats in the same general direction. She doen't even welcome suggestions or feedback for fear of feeling threatened from those who are more experienced, sharper and hardworking and those who are willing to step up to her and challenge her style of sheer indecision. She deflects it by focussing her efforts on micro-managing teams projects she has not been involved in withou providing any valuable insight or guidance instead stalling efforts to exert her domination. In this day and age of diversity and inclusion, she will pass up women of color and age to favor white male who will choose to ignore her poor leadership and management style in returm for a verbally promised promotion. Last but not the least, she has a toxic divide and rule style of managing people by pitting colleagues against each other only to gaslight the team to think there is a problem she is her to fix. This is a tactic she relies on to gain a name for herself as a leader who is focussed on creating a collaborative work culture by removing team conflict that were orchestrated by her to begin with. Shame on Intermountain for hiring such a poor leader to be in charge of one of the most strategic functions of creating an exceptional healthcare experience for patients, providers, caregivers and community in general. Hope Rob Allen, CEO & President of Intermountain can see through Dan's (Chief Strategy Officer's) unreasonable favoritism for Laura, who has been his protege for almost a decade. Of this bad behavior became the most apparent to the entire department when he partially extended her an unofficial leave of absence for 3 months, when instead her long-term/short-tem disability due to medical leave should have started clicking way earlier.

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