Over the past year I’ve had several first hand, up close, and personal experiences with healthcare delivery as I’ve assisted my mother with her radiation treatment appointments and recovery from a pulmonary embolism. While there have been some stellar examples ...
We focus a lot on culture as we work with healthcare organizations around the country and, while we know that it “takes a village” to deliver high-quality healthcare, we also know that there is one critical role particularly in hospital ...
Talk to any direct caregiver in healthcare and chances are you’ll hear a bit about overwhelm caused by the myriad of tasks or tactics they’re asked to complete on a regular basis. Whiteboards, scripting, hourly rounding, and bedside reporting are widely ...
When it comes to the patient experience most healthcare organizations want to jump to tactics. They may give someone one tactic or a series of tactics to work on, but they stop there. Then they wonder why they don’t have ...
How many patients (or other customers) do you see in a day? Ten? Twenty? More? On the other hand, how many medical encounters do patients have? If they’re a typical patient probably no more than three—in a year! And during each ...
The difference between mediocre organizations and top performers are not the goals they set, but rather the accountability for achieving goals. As we work with organizations to help them improve the patient experience, we find that lack of accountability is ...
For healthcare organizations, it is all about the patient experience. Unfortunately, managing that experience can, as we all know, be extremely challenging. There are so many situations that can make an impact—positive or negative—on our patients, their family members, and other visitors. ...
It’s the start of a new year, and that gets all of us thinking about goals—or, as we call them in the New Year, resolutions. For healthcare leaders, it’s a great time to be thinking about 2013 resolutions for improving ...
“It’s not fair!” “It’s not my fault!” Many parents are all too familiar with these kinds of comments. Unfortunately, so are many managers! As we work with healthcare organizations around the country and conduct culture assessments, one common issue we encounter is ...
There’s a lot of talk in management circles, including in the healthcare industry, holding employees accountable for certain service behaviors to ensure that they happen consistently—that they simply become so engrained that employees exhibit these behaviors or perform these tasks ...
