The difference between mediocre organizations and top performers are not the goals they set, but rather the accountability for achieving goals. As we work with organizations to help them improve the patient experience, we find that lack of accountability is ...
You’ve likely heard this statement before: “When you fail to plan, you’re planning to fail.” The reason aphorisms like this stay around and resonate is because it’s true! When you fail to plan, you are planning to fail. Here’s an example. ...
Not that long ago, I walked into a hospital and approached the Information Desk. There were three people sitting behind the counter allegedly there to provide information and direct guests. I eyed them up quickly to determine which one to ...
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 ...
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