Archive: Articles - Patient Experience

In healthcare, culture speaks louder than words

We’ve all heard it said that actions speak louder than words. But when you think about it; your organizational culture speaks louder than any ad, recruitment brochure, annual report or mission statement. It’s your culture that drives employee behaviors, determines ...

Service Recovery from the Top Down

No one enjoys confrontation with angry customers, especially if you don’t feel prepared to address their needs. Many healthcare organizations we work with have a desire to do service recovery but have a glaring lack of skills and direction at the ...

3 Questions to Ask Before Assuming Bad Attitude

3 Questions to Ask Before Assuming Bad Attitude   I was coaching a new manager who said she was getting really frustrated with the bad attitudes of her team. She wanted them to deliver better customer service and felt they were being ...

Inconsistent, unreliable, and downright rude

Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant I will admit that I have a touch of cabin fever.  I self-quarantined for two weeks after returning from Seattle, just after the first COVID-19 death was reported there.  Just as my self-imposed ...

Lessons from the field: How Committed Are You?

Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant We were working with a senior leadership team recently on culture change, discussing next steps.  The team leader stopped the discussion mid-sentence, turned to the group, and asked, “How committed are you to ...