A few weeks ago I was talking with some hospital executives about their patient experience goals. They wanted great HCAHPS scores and were looking for the secret sauce. During our discussion, I …
Search Results for:
I’ve had a series of encounters as a customer lately that shed new light on characteristics of toxic culture. They demonstrate that a toxic cultures impede critical thinking.
The Home Security …
Organizational leaders these days almost universally claim their commitment to a culture that nurtures and supports talent, innovation, engagement and loyalty. Yet many of these same leaders are, in …
I have a friend who is one of the most gifted people I know. To my knowledge, he has found a way to succeed in everything he takes on, despite challenges he faced along the way. I don’t mean to say …
In my experience, organizations can only create a consistently positive patient experience when they foster a culture of ownership. This starts when leaders help every employee to see his connection …
Google the term, “workplace drama” and you will get 55,000,000 results. Why? Because it is one of the most common culprits of workplace dysfunction. As a leader it is up to you to create a drama-free …
I recently spoke with a CEO, who was venting his frustration over their poor patient satisfaction scores. He gave me a whole list of best practices they had tried, but didn’t stick. Hearing this once …
Keeping in close touch with both the patients and the staff is key when it comes to creating a more patient-centered culture. A leader sends a strong message that service is a top priority and not …
Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the …
