Where do the vast majority of your patients and potential patients interact with you? Not in person. Not via email. By phone. That’s right; the telephone remains one of the most significant contact points in healthcare. Unfortunately, while significant, it ...
You know a disengaged worker when you see one: the receptionist balancing her checkbook, the nurse bad-mouthing a doctor to her patient, the manager who doesn’t take action to correct a customer complaint. It’s obvious that these characters would rather ...
Later this month, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) begins live reporting. Are you prepared to be compared on a national quality report as perceived by your consumers? Kevin Stranberg, consultant with Baird Group, offers a succinct ...
Eight seconds. That’s how long it takes to form a first impression. If you think about your own interactions, you can quickly see the validity of this statistic. Whether at a job interview, a social event or a retail setting, ...
The importance of superior customer service in carrying out your organizational mission should be clear to all employees. However, sometimes the employees who work most closely with the greatest number of customers can lose sight of that essential connection in ...
Typically, organizations pour a lot of effort and brain power into developing powerful mission, vision, and values statements. The final results of arduous brainstorming sessions, these statements are boldly plastered on websites, walls, organizational literature, and employee name tags. They ...
There are many leaders in healthcare environments, each with an opportunity to exert positive influence on those who follow them. If you’re in a position to guide and shape the behaviors of those around you, here are some specific things ...
No matter how many employees you have on your team, having even as little as one percent of those employees disengaged can have a significant impact on the bottom line. Recognition is one of several leadership skills that helps strengthen ...
When it comes to employee engagement, one size truly doesn’t fit all—or even a majority of—your employees. Each of your employees has different motivations and drivers that impact how engaged they are with their work, with their colleagues, and with ...
Whoever coined the phrase “silence is golden” was not talking about a management technique. It’s widely accepted that positive reinforcement is one of the best ways to increase good behavior. But don’t be fooled into thinking that ignoring overtly bad ...
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