What role does the telephone play in your organization’s ability to live the mission and build its brand? Well, despite the proliferation of new telecommunication technology, the truth is the telephone remains the most important tool to connect with your ...
1. Define Your ObjectiveIdentify one or two service issues you would like to learn more about. Priority areas can be related to feedback you received from surveys as well as complaints or comments that you received personally. Survey data or comments ...
What would your patients say about their experience at your organization? The Baird Group is always striving to help organizations understand the patient experience in ways that will engage the heart. So, in the middle of June, MedStar Health engaged ...
You might think you know all about medical mystery shopping. You might even think it's not for you, but you might be surprised. Mystery shopping reveals key information for improving and maintaining an optimal patient experience at your hospital or ...
You’ve conducted a very extensive patient satisfaction survey and you’ve just received the results. You’ve gathered your leadership team together and you’re diving into the data. There’s a lot of information—and you’ve paid a lot to attain it. But what ...
Storytelling is ageless. It traces back to prehistoric times when cave dwellers would capture their stories in the form of pictures on cave walls. From Aristotle and Aesop to Shakespeare and Doug Lipman, throughout time, those who have been able ...
As a child, you may have worked the parenting system by telling dad that “Mom said it’s okay,” or convincing mom that “Dad lets me do it.” Unless mom and dad caught onto the ploy, joined forces, and made it ...
Last month we talked about “on-the-spot” coaching and the importance of connecting with employees in real-time to give them feedback. This month I want to get more specific about how to give—and receive—effective feedback. Multiple studies have shown, and I’m sure ...
Several years ago, I was in the midst of a project that involved phone calls and on‐site work. I wanted to learn more about some of the great changes this organization was making and how it tied into their mission, ...
Years ago, Ken Blanchard popularized the notion of “catching employees doing something right” in his popular book The One-Minute Manager. Blanchard was on to something. Although he brought the concept to light back in 1982, almost thirty years later we ...
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