Coaching Culture Improves Employee Engagement and Patient Experience

Posted by Kristin Baird on April 25th, 2017 • No Comments »

It’s been said that culture eats strategy for breakfast. So while you may spend weeks mapping out the best laid corporate strategy, it may be useless if you don’t have a coaching culture.

Many organizations that succeed at creating a great patient experience and high employee engagement (of course the two are interrelated) accomplish this by fostering a coaching culture. Keep in mind that it isn’t limited to formal coaching relationships. It’s an environment where coaching is used as a means of managing, communicating and engaging others.

At Baird Group, we define coaching as: “A supportive relationship that fosters learning, transformation and growth.” We find that the key to success lies in helping individuals understand how to coach and be coached.

A coaching culture works wonders in promoting values, accountability and ownership. You’ll recognize it when you see:

  • Coaching flows in all directions, not just from the top down. There is peer coaching that promotes problem-solving, communication and learning
  • Every person and every department is engaged in seeking customer feedback
  • Every person accepts accountability and ownership for their work and their relationships

With a coaching culture, you can increase employee engagement which, in turn, promotes a better patient experience. What are you doing to promote a coaching culture?

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Baird Consulting

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