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 ...
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome By Angela Fieler Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
Why You Need to Engage Families for Higher Quality Safety and Service Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
Create a Well Founded Service Recovery Culture - 3 Essentials for Success Written By: Kristin Baird, RN, BSN, MHA It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
Written By: Kristin Baird, RN, BSN, MHA Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
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 ...
Written By: Kristin Baird, RN, BSN, MHA Empathy is what puts the care into healthcare. Without it, patients become just a number, just a case, just a disease. But empathy requires the absence of judgment and, unfortunately, human beings have a ...
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 ...
Written By: Kristin Baird, RN, BSN, MHA The CEO just walked into your office and says – “Get these scores up now!” What do you do? How do you react? The CEO and other senior leader priorities are your priorities. Pressure to improve trickles down ...
Written By: Angela Fieler, MPA, CMQ/OE, ConsultantIn our Power of One training, we spend a lot of time talking about empathy: what it is, how to express it verbally and non-verbally, and what the barriers there are to demonstrating empathy. ...
