You know a disengaged worker when you see one: the receptionist balancing her checkbook, the nurse bad-mouthing a doctor to her patient, the manager who doesn’t take action to correct a customer …
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Later this month, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) begins live reporting. Are you prepared to be compared on a national quality report as perceived by your …
Eight seconds. That’s how long it takes to form a first impression. If you think about your own interactions, you can quickly see the validity of this statistic. Whether at a job interview, a social …
The importance of superior customer service in carrying out your organizational mission should be clear to all employees. However, sometimes the employees who work most closely with the greatest …
Typically, organizations pour a lot of effort and brain power into developing powerful mission, vision, and values statements. The final results of arduous brainstorming sessions, these statements …
There are many leaders in healthcare environments, each with an opportunity to exert positive influence on those who follow them. If you’re in a position to guide and shape the behaviors of those …
No matter how many employees you have on your team, having even as little as one percent of those employees disengaged can have a significant impact on the bottom line. Recognition is one of several …
When it comes to employee engagement, one size truly doesn’t fit all—or even a majority of—your employees. Each of your employees has different motivations and drivers that impact how engaged they …
Whoever coined the phrase “silence is golden” was not talking about a management technique. It’s widely accepted that positive reinforcement is one of the best ways to increase good behavior. But …
In healthcare, it’s important for all of us to make sure our internal filters are in good condition lest we utter any number of hair-raising statements that will make our customers abandon us. …
