April 25th, 2023
Healthcare customer service is a critical component of delivering quality patient care. Patients and their families expect to be treated with kindness, empathy, and respect. Their experiences with healthcare providers can significantly impact their overall satisfaction with the care they ...
May 2nd, 2022
It’s no secret that small things add up quickly when it comes to the patient experience. Because high-quality and safe care is assumed by the patients and residents, it is often the small acts of kindness that stand out the most.
Throughout ...
January 11th, 2022
When it comes to building and sustaining a cohesive team, hiring for fit is key. One problem individual can unravel the fabric of the entire group.
I don’t know a single experienced leader who hasn’t made a hiring mistake at some ...
September 14th, 2021
Your Internal Monologue can Sabotage your Leadership
Millions of messages play in your head all day, every day without the slightest awareness. Although they may seem innocuous, these mental nudges subtly shape your beliefs and drive both your emotions and actions. ...
August 19th, 2021
3 Questions to Ask Before Assuming Bad Attitude
I was coaching a new manager who said she was getting really frustrated with the bad attitudes of her team. She wanted them to deliver better customer service and felt they were being ...
August 12th, 2021
Accountability Strengthens the Culture
A culture of accountability doesn’t just happen. It takes persistence well after you state your expectations.
Parenting would be easy if you could tell your kids once, and only once, to do something and know for certain it ...
August 10th, 2021
No Bullies Allowed
Employee retention and patient satisfaction start with culture. There are no quick fixes for a dysfunctional work environment, but there are some immediate and bold actions required when bullies rear their ugly heads.
Not long ago, I began working ...
August 5th, 2021
Accountability is Not Micromanaging
Nobody likes a micromanager, someone who hovers wanting to know every detail of what you do. But don’t confuse micromanaging with holding people accountable. The two are miles apart in how they affect the employees and culture.
Holding people ...
July 29th, 2021
Feedback Isn’t Positive or Negative
Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or negative. It’s feedback. Period.
The dictionary defines feedback as: information ...
July 13th, 2021
Written By: Kristin Baird, RN, BSN, MHA
Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...