August 3rd, 2021
Culture is Evident at Every Touch Point
A few years ago, I was coaching a hospital CEO who said, “I know culture is important but honestly I hate talking about it. Culture is an ethereal term. Nobody really can really lay ...
July 29th, 2021
Feedback Isn’t Positive or Negative
Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or negative. It’s feedback. Period.
The dictionary defines feedback as: information ...
July 27th, 2021
Effective Feedback is a Two-Way Street
Over the course of my career, I’ve been on both the sending and receiving sides of feedback. I’ve come to know that continuous improvement requires that you be able to do both well.
Training, preparation, and ...
July 21st, 2021
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome
By Angela Fieler
Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
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 ...