Archive: Culture Catalyst

The Importance of Responsive Customer Service in Healthcare

You’ve likely read the many media stories these days about hospitals that are closing or laying off staff because they simply can’t stay competitive. Recently Becker’s reported on 68 hospitals and health systems cutting jobs. In an environment where patients and ...

Letting Go: The First Step in Effective Delegation

As I mentioned in my last blog post, burnout is rampant among healthcare leaders. Yet, despite feeling the stress and overwhelm that comes with that burnout, many leaders find themselves unable to delegate effectively. Why? From what I’ve observed as I ...

A Culture-First Mentality Reaps Huge Rewards

For the past two years I have had the pleasure of working with a CEO who puts culture first and his results are phenomenal. Turnover dropped from 29% in 2022 to 1.74% to date in 2024, engagement has increased significantly, ...

Little Perks Won’t Cure a Broken Culture

It’s been decades since Peter Drucker first said, “Culture eats strategy for breakfast.” His words ring more true today than ever. When healthcare organizations compete for talent, salary may get candidates in the door, but it’s culture that will entice ...

Stop Blaming Wages for Medical Staff Turnover

Medical staff turnover is rampant, but it doesn’t have to be if we start listening to our new employees BEFORE their exit interviews. I recently heard a case study from a large academic medical center about their Medical Assistants (MAs) leaving ...

Diagnose Culture Issues to Solve Problem Behaviors

We get a lot of interesting requests for training and addressing specific culture issues at Baird Group, but a recent discussion still has me shaking my head. A large medical group contacted us for service excellence training. The person contacting ...

First Impressions Leave Lasting Impressions

First Impressions Leave Lasting Impressions Blog: Angela Fieler In training, I often say first impressions are the gift that keeps on giving. Long after you have forgotten an encounter with a patient or family member, the first impression you made may live ...

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