August 23rd, 2020
There’s little doubt that virtual visits are here to stay, and for good reason. Consumers appreciate the convenience and added level of safety while we navigate the pandemic.
While patients have been thrilled to have the online option, there is no ...
August 19th, 2020
Patients gain confidence when healthcare organizations deliver on their promises. This starts with the first impression, and appointment access. But the minute you let down the consumer with misleading information, you lose credibility. This happens frequently when providers taut that ...
August 6th, 2020
That’s a hefty order. I recently conducted in-depth interviews with CNOs from across the country. During the interviews, the majority said that weak leadership at the department level is a major part of the problem. Most said that it stems ...
August 4th, 2020
First it was a phone call. Then I got an email. Then I got a text. Each step was a different communication designed to reassure me that every measure was being taken to protect me from contracting COVID while visiting ...
July 30th, 2020
Turnover is costly in every profession, but in nursing it takes its toll. Not only financially, but it affects quality, safety, and service. The 2020 NSI National Health Care Retention & RN Staffing Report, found that the average cost per ...
July 23rd, 2020
I was recently coaching an executive whose team had failed to meet a stated goal. He wanted to give them another chance to try, so I asked him to make a list of things he could do differently to get ...
July 21st, 2020
I ran across a post on LinkedIn a few days ago that really caught my attention. There was a photo of a sign at the employee entrance at Indiana University Health. It set the expectations for attitude. It said:
Please take ...
July 16th, 2020
Even before COVID, nurses were stressed and burning out at higher rates than ever before. Now, they are under even greater stress for a multitude of reasons and want to be heard. Some have turned to unions.
A few weeks ago, ...
July 9th, 2020
It seems to me that the concept of accountability is getting a bad rap. I had someone tell me the other day that the reason I don’t see accountability as a bad thing is because I spent 25 years in ...
July 2nd, 2020
It’s not unusual to hear Boomer leaders lamenting about how quickly Millennial workers leave positions for new opportunities. The truth is, these are two very different generations with very different life experiences. Rather than disparaging the entire Millennial workforce, it’s ...