September 22nd, 2023
Last week, I was at a conference, and the keynote speaker shared a simple question that really resonated with me. He said he dreaded being asked, “What do you do?” because he had a hard time describing what he does ...
September 19th, 2023
Nurses are the backbone of healthcare delivery and the current nursing shortage has given nurses everywhere a unique gift. Now, more than ever, nurses have the freedom to choose when, where, and how much they want to work. While the ...
September 8th, 2023
The role of a manager has evolved from mere supervision to becoming a crucial driver of employee engagement, team performance, and organizational success. A seasoned leader can navigate all these needs, but what about the newly promoted managers? With guidance ...
September 4th, 2023
Good Read: 16 Undeniable Laws of Communication by John C. Maxwell
by Angela Fieler
Who works for an organization where communication is not mentioned in employee surveys or focus groups as an improvement opportunity? Anyone? In my many years working in healthcare ...
September 4th, 2023
The digital front door is opening wider every day, and with it, consumer convenience in everything from scheduling appointments to paying bills and asking medical questions of their providers. But be careful not to put all your eggs in one ...
August 28th, 2023
A few weeks ago, I accompanied my daughter when she had an emergency admission for appendicitis. As always, there was the waiting game for tests and results in the ED. Patients crave information when they are in crisis. Their minds ...
August 21st, 2023
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
August 14th, 2023
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...
August 8th, 2023
In the world of healthcare, ensuring a positive, first-time customer experience is paramount. From the first phone call to the final billing experience and everything in between, healthcare organizations need to provide the best possible experience. Through the power of mystery ...
July 31st, 2023
In every healthcare facility, there is a host of unsung heroes whose sole purpose is to provide care and compassion to those in need. These dedicated healthcare workers are driven by an unwavering desire for meaningful work that makes a ...