May 20th, 2025
Compassion is the Foundation of Human-Centered Care
This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings.
In the ...
March 18th, 2025
Fostering Accountability to Build an Excuse-Free Culture
Nobody likes to admit they made a mistake, admit that they were wrong, or admit that their performance wasn’t quite up to par. And yet, that’s exactly what we all need to do in ...
February 19th, 2025
Think of the most recent presentation you made to your leadership team. Chances are it was accompanied by a PowerPoint deck which likely included several charts and graphs. They typically do.
But how much of the information had an impact? How ...
January 21st, 2025
Leadership development is a top priority for organizations across all industries. Healthcare is no exception. In fact, HR Dive reports that 84% of healthcare organizations prioritize leadership development despite tough market conditions. In fact, 99% plan to either maintain or ...
November 26th, 2024
Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...
November 12th, 2024
The word “bossy” obviously emerged from the word “boss”—to describe a person who issues order and directives: “do this,” “do that,” “faster,” “more,” “harder.”
People don’t generally like to work for bosses—they prefer to work with leaders and coaches. When consulting, ...
October 8th, 2024
A friend of mine told me about an experience she had recently while accompanying her husband to a procedure that, while not life-threatening, was serious. The staff were attentive and friendly, but she was disturbed that they were very open ...
February 15th, 2022
Connecting to purpose can make all the difference in engagement and job satisfaction. To counteract the Great Resignation or the “Big Quit” plaguing the country, we must look closely at the way we do work. This includes how we help ...
October 28th, 2021
Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by some of the brightest and best strategists and ...
September 30th, 2021
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 ...