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 ...
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 ...
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, ...
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 ...
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 ...
As long as healthcare leaders have measured patient experience, they’ve seen a strong correlation between nurse communication and the overall experience. After 25 years of conducting communication skill training for nurses, I have made a few important observations about the subject, ...
Over the past few weeks, I have had the pleasure of working with the nurses of BronxCare and sharing the Nurse/Patient Partnership experience. Reading through hundreds of evaluations taught me how much they value time where they can gather and ...
Healthcare organizations across the U.S. spend billions each year to assess employee engagement only to keep the engagement survey results under wraps, creating suspicion and frustration among staff. In my experience, the reasons for not sharing results appear innocent on the surface ...
Accepting excuses as a way of life is often a subtle, yet insidious culture killer. When we do culture assessments, we frequently unearth patterns that point to an excuse mentality that keeps an organization stuck. The insights shed light on ...
I recently visited Costa Rica where the native language is Spanish. Despite my high school Spanish classes and a few lessons in Babbel, I was rusty, to say the least. I got by on simple interactions like ordering food or ...
