There’s a saying you’ve probably heard: “People don’t care how much you know until they know how much you care.” That’s particularly true in healthcare. Think about the typical patient/physician interaction. The patient comes in with a problem or concern. The ...
Understanding patient experience and what influences decision-making is a strategic priority across the healthcare industry. But getting inside the heads of consumers can’t be achieved solely with surveys. Using qualitative research including ethnography or observational research is incredibly revealing. Our ...
When 57% of employees leave their jobs—and their companies—because of their managers, you can’t afford not to invest in developing your frontline leaders. The paradox is this: healthcare executives recognize the value of their team members and the high costs ...
We’re a goal-oriented society, and leaders tend to be goal-oriented people. They’re always moving forward and taking steps to achieve the next goal, cross the next hurdle, or achieve the next milestone. In the process, though, something gets left behind. Honoring ...
Holiday schedules can be variable and chaotic and those without direct patient care responsibilities often take time off to be with their families. But, in healthcare organizations, of course, somebody needs to keep working to ensure that quality patient care ...
Orientation programs are notorious for being boring. Death by PowerPoint. Endless forms. A parade of presenters sharing policies and procedures. Yet, despite all of this, many new hires walk out feeling inspired. They've heard executives speak with pride about the organization's purpose, ...
You've probably seen it happen. Maybe you've even been part of it. Leaders gather in a conference room. Maybe their communication advisors are part of the meeting. Together they create and rehearse talking points. They create a PowerPoint presentation. Then, they ...
I can't tell you how many times I've been in a room with the C-suite and heard comments about nursing or other departments. "Why are they always whining?," they’d ask. This in response to requests for more staffing or equipment. And ...
I was talking to a colleague recently who shared an experience that many of us can likely relate to. She said she had identified a compelling case for improving patient access at her medical center and a clear gap that could ...
"I was so upset and confused. And I didn’t know who to tell." That's what a friend of mine said after a physician on the surgical team entered his room the night before his cancer surgery and said, "The procedure they’re ...
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