As a leader in your organization, you hold your workforce accountable for specific, measurable goals. You work on communicating those goals to your team, show them how they’re being evaluated, …
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Imagine yourself walking the hallways of your organization. You are immediately struck by a sense of welcome. You are proud to note that every employee you encounter is smiling and ready to go above …
Many healthcare organizations are measuring patient satisfaction in an effort to see themselves from the patient’s point of view. While those surveys reveal a wealth of information, they sometimes …
How are you doing?,” “Paper or plastic?,” “How was everything?”
We’ve come to expect questions such as these in specific situations, and when we hear them, they tend to stimulate an automatic, i …
If you asked your employees why patient satisfaction (or any of your organizational priorities) is important to your organization, how would they answer? How many would they say it’s important …
I wouldn’t come back to this hospital again, even if they offered my family free healthcare for life!”
Imagine passing a young mother as she storms out of a busy emergency department. She’ …
