September 9th, 2024
You’re in the cafeteria when a political ad comes on the television, prompting a heated discussion among a group of employees on their lunch break.
A patient asks you what you think about the upcoming election and Bozo ...
September 3rd, 2024
Last week we talked about the challenges healthcare leaders face in navigating change and bringing their organizations along with them on the change journey. We talked about the importance of tilling the soil to prepare employees for the change effort ...
April 22nd, 2024
I heard an incredible story last week about a father’s journey through his daughter’s childhood cancer. One thing the father said struck me to the core. He said, “Technology didn’t save my child’s life, communication did.” He went on to share his personal patient experience. His concerns were diminished and his inquiries were delayed until he ...
March 25th, 2024
When I coach executive teams on culture transformation, one of the first things I do is a communication audit. A few of the areas I look at include:
Channels used for communication (email, newsletter, talking points for huddles and rounding, ...
November 27th, 2023
I recently visited Costa Rica where the native language is Spanish. Despite my high school Spanish classes and a few lessons in Babbel, I was rusty, to say the least. I got by on simple interactions like ordering food or ...
August 14th, 2023
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...
May 15th, 2023
Creating a positive workplace culture is essential but it won’t happen by sheer will. It's not enough to simply communicate the mission and vision once and expect the desired culture to manifest itself and stick. To truly shape your desired ...
February 28th, 2023
Creating an ideal culture in your healthcare organization requires a deep commitment to ongoing communication. Leaders cannot expect to convey their message effectively by saying it just once. Instead, it takes a well-planned and thoughtful strategy - or drumbeat messaging ...
November 8th, 2022
Nearly every healthcare leader is struggling with staffing issues. It can be painful when someone turns in their resignation, especially when retention is already a problem. How you say goodbye matters, so be mindful of your reaction. It can make ...
November 1st, 2022
A great patient experience is one where the patient feels that they have been heard and understood. But have you ever taken the time to actively boost listening skills for yourself or your staff? The same is true about a great ...