Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
The Organizations Winning on Reputation and Retention Aren’t Spending More. They’re Building Better Cultures. Think about how many people interact with your organization daily. Patients, staff, families, vendors. Each one is forming an opinion, and many are openly sharing that ...
In fact, it’s better if you don’t! I was working with a manager recently who was completely overwhelmed. Every time someone on her team came to her with a question, she'd drop everything to solve it. Every problem landed on her ...
The importance of looking for opportunities to support and bolster your team Here’s what a manager said to me recently: "I don't really see encouragement as part of my job. I hire good people. They know what to do. They don't ...
Why what you think is happening may not be what’s really happening Marketing works hard to get the phone to ring. They build campaigns. They drive traffic. They invest in getting potential patients to reach out. And then what happens? Are their needs ...
Start with a clear definition As we work with healthcare organizations to improve both the employee and patient experience, we’re often met with the same quandary. How do we build a better culture without being heavy-handed? Policies won’t move people. It’s important ...
But there’s something you can do to drive desired behaviors. Empathy is a trait that is generally considered a “must have” in healthcare. But what is empathy? And can it be trained or developed in others? Can it be demanded through ...
The leadership question that changes everything. During a recent leadership coaching session, one of my colleagues, Kwesi Johnson posed a brilliant question to the group: “Are you more like a mechanic or a gardener?” As he went on to explain the distinction, ...
There’s a saying you’ve probably heard: “People don’t care how much you know until they know how much you care.” That’s particularly true in healthcare. Think about the typical patient/physician interaction. The patient comes in with a problem or concern. The ...
Understanding patient experience and what influences decision-making is a strategic priority across the healthcare industry. But getting inside the heads of consumers can’t be achieved solely with surveys. Using qualitative research including ethnography or observational research is incredibly revealing. Our ...
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