Strategic planning may not be the favorite activity of many healthcare leaders, but it is arguably one of the most important. Unfortunately, too often the plan is created and then pushed aside—in the “old days” gathering dust on the shelf, ...
Rounding is nothing new in healthcare. It’s as old as some medical facilities themselves and also was a tactic used by Florence Nightingale as she went from one soldier to the next to provide care during the Crimean War! Rounding ...
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 ...
As leaders, we sometimes forget that the things we do make a difference and that our actions often speak more loudly than our words. Employees pay attention to not only what we say, but what we do—and they look for ...
All organizations talk about service, but for healthcare organizations, service is everything. Fostering an exceptional service culture throughout your healthcare organization can be a challenge, but it can be done. In my last book, Raising the Bar on Service Excellence, I talk ...
Healthcare organizations are beginning to embrace the concept of a Chief Experience Officer - an individual responsible for ensuring service excellence throughout the organization. While I can see the merit in having a position like this, and it makes sense ...
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 ...
