March 18th, 2024
Several years ago, as I was collecting stories from nurses about their work, I learned a very troubling fact. Most nurses I interviewed didn’t accept compliments from patients very well. They would hear patients' statements of gratitude but not really ...
March 8th, 2024
Yesterday, I was doing physician communication training with a large group of doctors. To give context, I showed them their current patient experience scores focused on physician communication. One of the attendees raised his hand and said, “There has never been any ...
March 1st, 2024
A few months ago, I was doing leadership development in a critical access hospital. The CEO is a strong leader and fairly new to his role. He has a clear vision of where he wants to take the organization, and I honestly ...
February 23rd, 2024
U.S. corporations (including healthcare) spent $94 billion on training last year. The investment is significant, but are they getting their money’s worth and seeing an ROI on training? The ones that are getting the biggest bang for their buck are ...
February 20th, 2024
Healthcare is confusing, and it's often needed when we are at our most vulnerable. Despite major improvements in the patient experience over the years, deep chasms remain. And, in my experience, the gaps are often due to faulty healthcare systems ...
February 13th, 2024
Medical staff turnover is rampant, but it doesn’t have to be if we start listening to our new employees BEFORE their exit interviews.
I recently heard a case study from a large academic medical center about their Medical Assistants (MAs) leaving ...
February 5th, 2024
One of my colleagues often reminds our clients that the word lead is a verb and, as we learned in grade school, verbs are action words. So what actions are most important today? Coaching rises to the top.
To Lead Is ...
January 29th, 2024
In our fast-paced culture, change is a way of life. One thing I know for certain is that when making changes to systems, processes, and workflows, you must listen first and engage stakeholders. Without stakeholder input at every step of change, ...
January 22nd, 2024
Coaching a healthcare leader provides a great opportunity to review best practices, including rounding on employees. Over the past 25 years, I have heard every excuse in the book for why rounding isn’t done regularly, but the most common reason ...
January 15th, 2024
I’ve always been a change agent and an ideas person, seeing new opportunities and potential all around me. I get excited about changing things up to improve. While I get excited and energized by change, my team members may not ...