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 this group if their organizations had standards for service excellence. Only a couple of people raised their hands, yet all of them had first indicated a strong desire to improve their culture.
Creating Culture
You may want a fabulous culture where nobody wants to leave, but it takes a concerted effort to design and sustain it. After defining the desired future culture, setting standards is the next, most vital step. After all, if you don’t know where you are going, any road will get you there.
Setting Expectations
It’s one thing to have mission, vision, and values statements, but an entirely different challenge to uphold them with fanatical consistency. Consistency begins with a clear definition of what you expect. These are the standards. Once defined, they must be upheld by leaders at all levels.
When it comes to culture, leaders must define it, design it and uphold it with fanatical consistency. That requires standards. There is an art and a science to creating great standards that will help every person live the values. Here is a free tool to help you create standards that stick.
For more information on how Baird can help you get started, set up a free consultation here or call (866) 686-7672.
Tags: Customer Experience, expectations, Patient Experience, Service Standards, Standards
