A great patient experience is one where the patient feels that they have been heard and understood. But have you ever taken the time to actively boost listening skills for yourself or your staff? The …
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Employee and patient engagement are inextricably linked. If employees are engaged, they will be motivated and driven to fulfill the mission of the organization for which they work. In healthcare, …
When was the last time you evaluated your managers’ and supervisors’ workload? If you are a manager or supervisor, when was the last time you evaluated your workload? Does the level of accountability …
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 …
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 …
Lead is a Verb, Not an Email By Angela Fieler
I’ve seen an alarming leadership trend lately. I suppose it started when the pandemic required that leaders distance themselves from their teams as a …
Are your phone skills making or breaking relationships before they even start? It takes about 8 seconds to make a first impression when talking with someone face-to-face, but statistics show that it …
Every organization needs policies and procedures to ensure high-quality, safe care. Yet, policies can get in the way of being reasonable if we aren’t careful. When to follow, and when not to follow, …
Even the youngest patients know when their healthcare workers truly listen to them. When my youngest daughter, Hillary was nine years old, I told her I’d be scheduling her back-to-school physical …
Just one gossip on the team can erode even the strongest organizational culture. In fact, gossip is among the top contributors to a toxic culture. Not only does it destroy trust among peers, but it …
