A Tale of Two Experiences
Posted by Angela Fieler You know how the story starts: “It was the best of times, it was the worst of times…” How many people do or could use this opener to describe a recent healthcare experience? I had a ring-side ...
Culture Catalyst Blog & Articles
Want More Engagement? Help Staff Connect to Purpose
Written By: Kristin Baird, RN, BSN, MHA Here’s a little good news/bad news about employee engagement according to the most recent research on the subject from Gallup: The good news—employee engagement is up, tying its highest level since Gallup began tracking the metricThe ...
Your Patients Don’t Care How Special You Are
Healthcare suffers from terminal uniqueness. It’s a condition where you constantly explain why your situation is different from everyone else’s in healthcare. This helps you to ascribe to excuses for why your patient experience scores are lousy. A few of ...
Lessons from the field: How Committed Are You?
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant We were working with a senior leadership team recently on culture change, discussing next steps. The team leader stopped the discussion mid-sentence, turned to the group, and asked, “How committed are you to ...
With Patient Experience – Everything Speaks
It’s often difficult to comprehend everything that factors into the patient experience. The simplest way to summarize it is with people, processes and place. When looking at the people element, it’s not just the direct interactions patients have with employees but ...
The Present is the Prize
We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores. The problem with this line of thought is that it places the score ...
5 Steps for Building a Storytelling Culture
Written By: Kristin Baird, RN, BSN, MHA Everybody loves a great story. For healthcare professionals that’s a great thing because, within the walls of our organizations, every day, there are dozens, even hundreds, of stories taking shape. If only we could ...
Good Watch: What Can Storytelling Teach Us About Creating Connection?
Review by: Kristin Baird, RN, BSN, MHA Storytelling is a great way to engage your employees in your mission, vision and values, yet many leaders hesitate to tell stories, thinking, “I’m not a storyteller.” Well, maybe you aren’t today, but that ...
4 Steps to Make Training Stick
Posted by Kristin Baird https://youtu.be/mYHYe_cf6DM Training is more than a one-and-done approach. To make your training stick, you need to follow a 4-step process: pre-work, training, coaching and finally, reinforcement. Coach, Mentor & Model Service BehaviorsTrain, Retain & SustainService Recovery Is More Than a CouponTraining is ...
Harvest & Share the Stories to Build Your Brand and Employee Engagement
Posted by Kristin Baird Stories shape cultures and the organization’s brand. Yet storytelling is often underrated or delegated to the communication department as a task. Fostering a storytelling culture is a sadly missed opportunity. Fostering a Storytelling Culture Becoming a storytelling culture won’t ...
