Physicians clearly have a marked impact on the patient experience. While the vast majority of physicians are highly committed to making the experience an exceptional one, like all of us, they may be unaware of the little things they do—or ...
Last month, we left you with the comment that “what you permit, you promote.” What does that mean? It means that every time you observe an employee do (or not do) something that is contrary to your mission, policies, or ...
Great pay and benefits, low expectations, no accountability, and you’re likely to get promoted soon. You wouldn’t expect to see an ad like this, and yet, if you’re not careful, this might be exactly what you are attracting and retaining in ...
For healthcare organizations, it is all about the patient experience. Unfortunately, managing that experience can, as we all know, be extremely challenging. There are so many situations that can make an impact—positive or negative—on our patients, their family members, and other visitors. ...
We’ve all been there—faced with a critical moment of truth when we might offer some much-needed feedback (constructive or corrective) to an employee, but we let the moment go. Maybe it’s because we don’t feel the setting is appropriate—perhaps we’re ...
It can take months, even years, to establish a solid culture of service excellence yet only one unfortunate misstep to destroy the results of all that hard work. Unfortunately, too often healthcare leaders are inadvertently hampering their own efforts to ...
It’s the start of a new year, and that gets all of us thinking about goals—or, as we call them in the New Year, resolutions. For healthcare leaders, it’s a great time to be thinking about 2013 resolutions for improving ...
“It’s not fair!” “It’s not my fault!” Many parents are all too familiar with these kinds of comments. Unfortunately, so are many managers! As we work with healthcare organizations around the country and conduct culture assessments, one common issue we encounter is ...
There’s a lot of talk in management circles, including in the healthcare industry, holding employees accountable for certain service behaviors to ensure that they happen consistently—that they simply become so engrained that employees exhibit these behaviors or perform these tasks ...
“We are what we repeatedly do. Excellence, then, is not an act but a habit.” That’s a quote from Aristotle, a Greek philosopher who lived from 384 – 322 BC, but it is as relevant today as it was thousands of ...
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