AAFP's Organizational Culture


Value the customer.

Family physicians are the AAFP's primary customer and their needs guide our decision making. We serve patients through serving the physicians. We strive to provide quality service to all of our customers, both internal and external.
  • Anticipate our customers' needs.
  • Look for solutions that will help our members.
  • Don't overlook the importance of personal contact.

Treat each other with mutual respect.

We are committed to pursuing open, honest, frequent, credible and clear communication -- up, down, sideways -- with each other and with our members. We will work hard to earn and keep each other's trust.
  • Assume good intent and give each other the benefit of the doubt.
  • Listen to each other and build trust.
  • Seek and accept compromises.
  • Acknowledge each other's expertise and be willing to collaborate.
  • Respect and value individual and team diversity.

Take personal responsibility.

We know that our personal actions directly affect the success of our organization. We accept ownership and accountability of our individual actions, commitments and results. We each must take responsibility for:
  • Our individual and organizational performance.
  • Our actions that affect the culture.
  • Meeting our customers' needs.
  • Closing the loop.

Commit to learning and progress.

We hold ourselves to high expectations and are committed to continuous learning, renewal and self-improvement. We strive to use our collective knowledge and experience to benefit our members.
  • Stay open to new ideas and change.
  • Accept that mistakes will happen -- we need to learn from them.
  • Take opportunities for self-study, business, and personal development.
  • Take risks and test new ideas.

Deal with conflicts directly.

Whenever people work together there will be conflicts. We accept that this is a natural and normal part of life. It is our responsibility to deal with these conflicts in respectful and productive ways.
  • Be respectful and candid with each other.
  • Talk with each other, not about each other.

Work effectively together.

We are constantly looking for ways to improve our individual and collective ability to get the job done. Much of our success depends on how well we handle the logistics of our work -- making decisions, handling deadlines, gathering input and sharing information.
  • Get input from appropriate staff before decisions are made.
  • Ask questions, raise concerns and challenge assumptions during the decision-making process.
  • Balance the need for timely action with appropriate vetting.
  • Communicate and cooperate with each other regarding deadlines.
  • Share credit and recognition.

Keep it fun.

We are committed to supporting each other's efforts to balance work and play in our personal and professional lives.
  • Enjoy what we do.
  • Maintain a sense of humor.
  • Celebrate our successes.
  • Remember our traditions and honor milestones.


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