Archive: Healthcare Leadership

Five Tips to Boost Listening Skills

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 ...

Six Steps to Improve Employee Engagement

Employee and patient engagement are inextricably linked. If employees are engaged, they will be motivated and driven to fulfill the mission of the organization for which they work. In healthcare, that mission is all about providing exceptional patient experiences. But the ...

Expectations vs Suggestions

Is your healthcare organization setting expectations for standards of care or giving suggestions?  Last week I was speaking to a large group of healthcare leaders about culture and the leader’s role in creating it. At one point, I stopped to ask ...

Lead is a Verb, Not an Email

Lead is a Verb, Not an Email By Angela Fieler I’ve seen an alarming leadership trend lately. I suppose it started when the pandemic required that leaders distance themselves from their teams as a matter of safety. Leadership became more of ...

Gossip Feeds a Toxic Culture

Gossip, when left unchecked, is among the top contributors to a toxic culture. Gossip erodes trust and psychological safety of both the individual and the team. And it can diminish the performance of both. So, what can you do to keep gossip ...

Smart Hiring = Lasting Impact

In today’s talent market, smart hiring often goes out the window, and it can be tempting to hire the next applicant with a pulse. Regardless of a dwindling talent pool leaders still need a crystal-clear picture of their ideal candidate. ...

Culture Determines if Best Practices Gain Traction

Patient experience literature is loaded with information about best practices. It’s tempting to dive right in and start implementing these tactics but without a supportive culture, even the best, best practices will fail. We see it all the time. Leaders from ...

Change Feels Best at Arm’s Length

There’s an old saying, “The only people who like change are wet babies.” But change is good, right? Well, it can be, but human nature is to resist change. We like what we know. We like what is familiar and ...

How Do You Measure Emotion?

It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...