No one sets out to deliver bad customer service, but mistakes happen and details can be overlooked, upsetting patients and family members. The art and science of service recovery involves soft skills …
Search Results for:
What does employee engagement have to do with quality, safety and service? Everything. Improved engagement is linked to higher productivity, increased staff retention and better clinical …
No Bullies Allowed
Employee retention and patient satisfaction start with culture. There are no quick fixes for a dysfunctional work environment, but there are some immediate and bold actions …
Coaching for Engagement and Improved Performance
What does employee engagement have to do with quality, safety and service? Everything. Improved engagement is linked to higher productivity, …
Be the Leader Nobody Wants to Leave: 8 transformational skill-builders for busy leaders
Stop Managing and Start Leading!
Learn how to keep your staff engaged, energized and committed to …
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 …
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 …
