July 21st, 2021
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome
By Angela Fieler
Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
July 19th, 2021
Why You Need to Engage Families for Higher Quality Safety and Service
Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
July 15th, 2021
Create a Well Founded Service Recovery Culture - 3 Essentials for Success
Written By: Kristin Baird, RN, BSN, MHA
It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
June 22nd, 2021
Today’s workforce has more choices than ever before about how and for whom they work. That’s why employers must think differently about recruitment and retention strategies especially in healthcare settings. Why? Because the loss of staffing continuity can have life-threatening ...
June 3rd, 2021
It is no secret that engaged employees deliver a better customer experience and have lower turnover. Yet, knowing this data and knowing how to improve employee engagement are two very different things. I recently had a senior leader tell me, ...
April 29th, 2021
Say these four words often enough and you’ll believe it without a doubt. Leaders who take our course, Be the Leader Nobody Wants to Leave, often tell us that they don’t have time to round, coach, or do stay interviews.
Being ...
April 20th, 2021
I just had a disheartening coaching conversation with a new leader who works in an organization that claims to take good care of their staff. This new leader, “Angie” is trying to address a severe staffing shortage in creative ways. ...
October 20th, 2020
When I think about employee engagement, I picture a continuum that, going left to right increases in adherence capability. Imagine you have lined up the following, left to right:
A paper clip
A sticky note
A strip of Velcro
A bottle of super glue
Levels ...
May 13th, 2020
Posted by Kristin Baird
Face masks are part of the patient experience in a COVID-19 world. But this is the time to stress the importance of eye contact as well as verbal communication skills with every team member who comes in ...
October 10th, 2019
Posted by Kristin Baird
It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors.
We have been working with an organization on making necessary culture shifts. One of ...