Healthcare organizations across the U.S. spend billions each year to assess employee engagement only to keep the engagement survey results under wraps, creating suspicion and frustration among …
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Accepting excuses as a way of life is often a subtle, yet insidious culture killer. When we do culture assessments, we frequently unearth patterns that point to an excuse mentality that keeps an …
I recently visited Costa Rica where the native language is Spanish. Despite my high school Spanish classes and a few lessons in Babbel, I was rusty, to say the least. I got by on simple interactions …
Looking for a best practice? Here’s an idea…
Blog by Angela Fieler
I have been focused on improving the patient experience for the better part of my adult life. Over the years, one thing I’ve …
Just because you conduct training, doesn’t mean people are learning. And just because people learn something, doesn’t mean they change their behavior. How can you ensure that every training results …
We get a lot of interesting requests for training and addressing specific culture issues at Baird Group, but a recent discussion still has me shaking my head. A large medical group contacted us for …
The Goal-Setting Process: When Is a Number Just a Number?
By Angela Fieler
It’s October – the time of year when leaves start to change, people begin preparing for year-end holidays, and some …
I once read a great quote, “An apology is the superglue of life. It can fix just about anything.” I don’t know where the quote originated but it became etched in my mind because of its simple truth. …
Remember the scene in The Wizard of Oz when Dorothy, Tin Man, Scarecrow, and the Cowardly Lion finally approach the Great Oz after days of perilous travel? The four are optimistic at first, but the …
Grace Marin is a highly skilled coach, trainer, consultant and seasoned patient experience leader with over 20 years of leadership experience in healthcare. In one word, Grace is genuine and is best …
