Tools You Can Use - Archives

10 Tips for Giving and Receiving Feedback Effectively

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Last month we talked about “on-the-spot” coaching and the importance of connecting with employees in real-time to give them feedback. This month I want to get more specific about how to give—and receive—effective feedback. Multiple studies have shown, and I’m sure your own personal experiences will attest to, the relationship between effective feedback and employee engagement. Receiving regular, pertinent and specific feedback from their direct supervisors and managers is a key driver of engagement. On the flip side, when that feedback is absent, it creates a great deal of distress for employees because they don’t know where they stand or how they’re doing. One of the greatest gifts that leaders can give to their direct reports is clear, consistent and honest feedback. Here’s how.... Continue Reading...

2 Tactics for Making Your Promise Visible

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Your organization’s mission statement is your promise to your customers. It tells them why your organization exists and what you promise to do every day in every encounter. Making it visible isn’t about putting it in large print on a wall; it is about bringing it to life through specific actions throughout your organization. Continue Reading...

3 Connections That Spread the Cure for UVT

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Us-Versus-Them (UVT) is a condition that can be found in almost any organization. Combating this phenomenon requires managers to be vigilant and engage in direct conversations when the need arises. Just as UVT is spread by employees sharing the negative condition, it can be combated through sharing some positive organizational connections. Spread the cure for UVT with the following tactics. Continue Reading...

3 Key Steps for Jump Starting the Patient Experience in 2018

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Setting patient experience improvement goals is easy. Achieving them, however takes perseverance. Healthcare delivery is complex and there is no shortage of competing priorities for your time, attention and other resources. Delivering a consistently exceptional patient experience requires the concerted effort of many people, working together seamlessly. That doesn’t happen without planning, engagement and continued vigilance. Continue Reading...

6 Steps for Improving Employee Engagement

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The link between employee engagement and outcomes goes beyond common sense. In fact, a Harvard Business Review study demonstrated the real difference between organizations that took engagement seriously, and those that simply asserted they were concerned with employee engagement. They were able to measure clear, irrefutable results. Continue Reading...

All about Intercept Interviews

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Intercept interviews are just one way you can get to know your patients’ and visitors’ experiences with your organization in a timely manner. Intercept interviews are sometimes referred to as “mall intercepts” because many research projects are conducted in the mall where interviewers would have access to a lot of people. In healthcare, intercept interviews are a modified version of this research method and give you feedback from your patients and visitors in real time. How do you conduct them? Follow these guidelines.... Continue Reading...

Building Habits that Make a Difference

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We are what we repeatedly do. Forming habits that have staying power requires a commitment to repeatedly taking some action over time. Make a list of some habits that you have found helpful in your work and think about what has made these habits so helpful, and so repeatable. Then make a list of some habits that you would like to change or develop. How could you take action to make sure that you repeatedly perform these actions? Continue Reading...

Coaching for Engagement: 3 Keys to Success

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Employee engagement is top-of-mind in the healthcare industry these days with a confluence of factors impacting the industry—from consumerism, value-based care, mergers and acquisitions and the growth of telehealth, to an aging workforce that has already reached traditional retirement age. The outflux of baby boomers from healthcare organizations will continue to grow as the competition for a diminishing supply of competent employees and clinicians heats up. Continue Reading...

Giving and Receiving Feedback – Baird’s Top 10 Tips

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Imagine a workplace where employees, supervisors, managers, senior leaders, physicians and other clinicians all felt comfortable giving and receiving feedback from each other. Think of the opportunities for improvement that could emerge. Think of the impact on patient experience as well as quality and safety outcomes. Unfortunately, it’s rare that I come across this type of culture. Instead. What I’m most likely to hear are questions such as “How do I deal with people who are not following our service standards?” or “What can I do about staff members who are rude to each other?” Continue Reading...

Listen Up! 5 Tips for Boosting Your Listening Skills

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A great patient experience is one where the patient feels that they have been heard—and understood. The same is true about a great employee experience. When employees feel heard, and understood, by their peers and their managers, they’re more engaged. And, importantly, they’re also more likely to provide exceptional experiences for their patients. Continue Reading...

PXPs - Staying the Course When Things Get Tough

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Over the past few years, there’s been a new role emerging in healthcare—the Patient Experience Professional, or PXP. It’s an important, but not an easy, role. Face it. There is a wide range of moving parts, and people in place at healthcare organizations. Continue Reading...

What About The Doctors?

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Healthcare organizations and their staff members—both clinical and allied health—are going through a wide range of changes these days, both internally and externally. Growing patient expectations, increasing competition, reimbursement based on quality and satisfaction outcomes, and technology advances that ease and create complexity, have led to changes in policies, processes and expectations. As healthcare organizations co-create the roadmap to introduce new initiatives and communicate new expectations and accountabilities, one question that is frequently asked by staff is: “What about the doctors? Will they be held to the same standards as the rest of us?” Of course; clearly that must be an expectation. But, how do you get from here, to there? Continue Reading...

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