Baggage Weighs Down Culture
Posted by Kristin Baird Everyone has some baggage. For some, it’s as small as a sandwich bag, but for others, baggage is as weighty as a full moving van. What we choose to carry is fully up to us. When it ...
Culture Catalyst Blog & Articles
It’s Right in Front of You – Why You’re Missing Clues About Your Patient Experience
Posted by Kristin Baird We are such creatures of habit. It is that tendency that causes us to look past the things that can diminish a positive customer experience. Often times as a result of habituation. Habituation, defined as the diminishing of ...
Good Read: EQ Applied: The Real-World Guide to Emotional Intelligence
By: Angela Fieler, MPA, CMQ/OE, Senior Consultant In his new book, Justin Bariso set out to inspire people like me, who measured their emotional intelligence but didn’t really apply the concepts. In short, his goal is to “provide you with the ...
Don’t panic! Here are 5 tips to help you plan and prioritize for a great PX in 2019
Written By: Kristin Baird, RN, BSN, MHA The CEO just walked into your office and says – “Get these scores up now!” What do you do? How do you react? The CEO and other senior leader priorities are your priorities. Pressure to improve trickles down ...
What’s The Story?
Posted by Kristin Baird Culture is created and sustained by the stories told by its people. When you think about your organization, what stories are being shared? How are you seeking stories? What channels are you using to share stories that advance ...
Working Holidays
Posted by Kristin Baird Holiday time means decorations, parties, gifts and traditions for many of us. But not everyone gets to spend them with friends and family. Hospitals are a 24/7/365 operation which means a significant number of healthcare workers will be spending as much ...
5 Ways to Overcome the Perpetual State of Overwhelm
Written By: Kristin Baird, RN, BSN, MHA We live in a time of rampant change—impacted both by changing laws and regulations and constantly emerging technology. Nowhere is this more true than in the healthcare industry where each day seems to bring ...
Lessons From the Field: Do This, Don’t Do That, Can’t You Read the Sign?
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant I recently completed my certification as an Executive Coach, which included documenting 50 hours of coaching. As I reviewed my notes in preparation for writing my final essay, one theme jumped out at ...
How to Become a Soul-crushing Micromanager
Posted by Kristin Baird I’m pretty sure no one sets out to be a soul-crushing manager. In fact, most of us start with really good intentions. So with all these great intentions, how do we get there? By being a micromanager. ...
Quality Assurance Applies to the Patient Experience
Posted by Kristin Baird The term quality assurance or QA has been around since the start of the Industrial Revolution. Simply put – it is a process or system for monitoring products or services to ensure that they meet the standard. Patient ...
