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 ...
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 ...
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 ...
“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 ...
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 ...
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. ...
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 ...
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 ...
One of the most common issues I see when coaching leaders is leader fatigue caused by constant interruptions that prevent them from dedicated “think time” for planning and project completion. They often don’t see that their response is actually enabling ...
It is no secret that engaged employees deliver a better customer experience and have lower turnover. Yet, knowing this data and knowing how to improve employee engagement are two very different things. I recently had a senior leader tell me, ...
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