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You’ve conducted a very extensive patient satisfaction survey and you’ve just received the results. You’ve gathered your leadership team together and you’re diving into the data. There’s a lot of …

Storytelling is ageless. It traces back to prehistoric times when cave dwellers would capture their stories in the form of pictures on cave walls. From Aristotle and Aesop to Shakespeare and Doug …

As a child, you may have worked the parenting system by telling dad that “Mom said it’s okay,” or convincing mom that “Dad lets me do it.” Unless mom and dad caught onto the ploy, joined forces, and …

Last month we talked about “on-the-spot” coaching and the importance of connecting with employees in real-time to give them feedback. This month I want to get more specific about how to give—and …

Several years ago, I was in the midst of a project that involved phone calls and on‐site work. I wanted to learn more about some of the great changes this organization was making and how it tied into …

Years ago, Ken Blanchard popularized the notion of “catching employees doing something right” in his popular book The One-Minute Manager. Blanchard was on to something. Although he brought the …

As leaders, we sometimes forget that the things we do make a difference and that our actions often speak more loudly than our words. Employees pay attention to not only what we say, but what we …

Have you ever had a terrible meal at a restaurant where you were served by a very friendly, courteous waiter or waitress? A bright smile simply doesn’t make up for cold or bad food, a long wait, an …

Post-discharge calls have always been important for patient service and quality care. The need for this follow up, though, has been gaining attention recently due to a new direct connection between …

You’ve just spent a few days in the hospital. While there, you felt well cared for and supported by staff. They were there to ease your mind and your pain. Then you were discharged. Now what? Even …