Anyone who has been in an airport in the past decade will recognize the reminder to speak up if you see anything suspicious. But to improve the patient experience and create a positive culture, it is just as important to speak up when you see positive behaviors among the staff.
Compliments go a long way in driving desired behavior. And yet, there just aren’t that many compliments flying around. Taking the time to share appreciation and tying specific observed behaviors back to the standards or mission, vision, and values works wonders in shaping a culture of service excellence.
My advice to leaders and front line staff is to speak up and tell someone when they have impressed you with their behavior or performance. What are you doing to foster a culture of appreciation? Who will you thank today?