July 19th, 2021
Why You Need to Engage Families for Higher Quality Safety and Service
Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
July 15th, 2021
Create a Well Founded Service Recovery Culture - 3 Essentials for Success
Written By: Kristin Baird, RN, BSN, MHA
It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
July 13th, 2021
Written By: Kristin Baird, RN, BSN, MHA
Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
July 9th, 2021
By Angela Fieler
AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency.
I visit a lot of healthcare organizations where the leaders say AIDET® is ...
July 6th, 2021
Just because you offer training doesn’t mean the lessons are implemented immediately and consistently from that day forward which is why AIDET audits are pivotal to consistent performance.
AIDET is an effective communication technique adopted by thousands of healthcare organizations.
The acronym ...
June 24th, 2021
“I thought she was a really strong supervisor. I had no idea she was creating friction in the department.” This was a statement made by someone I coach after she learned, while conducting stay interviews, that two of her staff ...
June 22nd, 2021
Today’s workforce has more choices than ever before about how and for whom they work. That’s why employers must think differently about recruitment and retention strategies especially in healthcare settings. Why? Because the loss of staffing continuity can have life-threatening ...
June 17th, 2021
There are sentinel moments that shift our lives forever. These can be tragic accidents, deaths, or other catastrophic events. They can also be births, celebrations, and surprises that fill our hearts. We are all a culmination of our life experiences. ...
June 15th, 2021
Actor Woody Allen said, “Just showing up is half the battle.” I know he wasn’t talking about rounding when he gave that famous line, but it sure fits. Why? Because if you just get out there, you’ve made all the ...
June 10th, 2021
There is an ongoing struggle in leadership development. Executives want high quality training for their leaders, but struggle with down time and scaling across the system. Here’s what often happens:
1. Employee engagement survey indicates weak leadership
2. Enlightened senior leaders know ...