A few weeks ago I was talking with some hospital executives about their patient experience goals. They wanted great HCAHPS scores and were looking for the secret sauce. During our discussion, I noticed that they were making and supporting excuses ...
I’ve had a series of encounters as a customer lately that shed new light on characteristics of toxic culture. They demonstrate that a toxic cultures impede critical thinking. The Home Security Company My first experience involved home security. I sat on the ...
Organizational leaders these days almost universally claim their commitment to a culture that nurtures and supports talent, innovation, engagement and loyalty. Yet many of these same leaders are, in fact, operating in environments that are more toxic than supportive. The Trouble ...
I have a friend who is one of the most gifted people I know. To my knowledge, he has found a way to succeed in everything he takes on, despite challenges he faced along the way. I don’t mean to ...
In my experience, organizations can only create a consistently positive patient experience when they foster a culture of ownership. This starts when leaders help every employee to see his connection to the organization’s success. It requires a mindset that is ...
Google the term, “workplace drama” and you will get 55,000,000 results. Why? Because it is one of the most common culprits of workplace dysfunction. As a leader it is up to you to create a drama-free zone. Drama Drama can be a ...
I recently spoke with a CEO, who was venting his frustration over their poor patient satisfaction scores. He gave me a whole list of best practices they had tried, but didn’t stick. Hearing this once or twice a week in ...
Keeping in close touch with both the patients and the staff is key when it comes to creating a more patient-centered culture. A leader sends a strong message that service is a top priority and not just lip service, simply ...
Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the love. I’ve had some clients say that they’ve had ...
Coaching is a vital skill for leaders at all levels and is essential to achieving optimal performance of your team. Great coaches are made, not born. They learn and apply the skills needed to be a good coach. Sure, you ...
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