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 …
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Culture is Evident at Every Touch Point
A few years ago, I was coaching a hospital CEO who said, “I know culture is important but honestly I hate talking about it. Culture is an ethereal term. …
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 …
Effective Feedback is a Two-Way Street
Over the course of my career, I’ve been on both the sending and receiving sides of feedback. I’ve come to know that continuous improvement requires that …
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 …
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 …
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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 …
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 …
By Angela Fieler
AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience …
