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 ...
Did you know that having fun at work is not just a luxury but a necessity for your well-being and productivity? Working in a medical setting, you know better than anyone that the work can be challenging, stressful, and emotionally ...
Throughout my years consulting on company culture, engagement, and patient experience, I have only encountered a few organizations that did not have stated values. In both cases, their CEOs dismissed values as "fluff." After hearing that, it was clear they ...
Rising Above a Toxic Environment by Angela Fieler I went to the grocery store this morning and noticed something strange. Everybody I crossed paths with was looking down at the ground and their body language screamed defeat. Ever the optimist, I tried ...
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 ...
If You See Something, Say Something, by Angela Fieler In July 2010, the Department of Homeland Security (DHS) launched a national campaign to train state and local law enforcement to recognize behaviors and indicators of terrorism and terrorism-related crime. They then ...
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 ...
It can be hard to take an honest look at your company values and what needs to change in your culture. Especially when doing so requires that you change your own behavior. And yet, that is exactly what happens when, ...
I recently read an article from Harvard Business Review by Hubert Joly. The article clearly and concisely bridges the link between culture, strategy, and purpose. If you want a successful company, culture, strategy, and purpose must be linked. When my company is retained to help ...
When working with organizations on culture change, I like to lead the executive team on an exploration. We discuss times when they have been successful at implementing a major change. In addition to the successes, we discuss times when their ...
