I often hear the expression “attitude is everything.” That expression is often used as an affirmation or an admonition intended to shape up a negative outlook. But take a different look at that expression by shifting the slant. What if you were to think of the organization’s attitude? Reframe the saying to be, “Your organization’s attitude is everything.” Then delve into your organizational attitude toward the following:
- The patient is at the center of all we do
- Patients deserve the best that we can give them
- We are committed to creating a better experience for patients and the people who care for them
- Everyone plays a part in the patient experience
- We hold each other accountable for behavior
The organization’s attitude is the foundation of the culture. In this example, I’ve listed some of the key elements that shape a service-driven culture.
When we facilitate discussions with leaders and staff about the culture, the term is almost too ethereal or abstract for people to describe. But when we ask them to describe the common attitude toward the topics I’ve listed above, people are able to answer more definitively.
Imagine having a culture where everyone is aligned with the values. It starts by asking some crucial questions:
- How would you describe your organization’s attitude today?
- How will you define the desired culture of the future?
Baird Group experts can help you get your arms around these two essential questions and formulate a clearer path to the desired future.
Tags: Attitude, Communication, compassion, Customer Service in Healthcare, Hospital culture, Leader Attitude, Leadership Attitude, Organizational Culture, Patient Experience, Patient Satisfaction, Vision