One of my colleagues often reminds our clients that the word lead is a verb and, as we learned in grade school, verbs are action words. So what actions are most important today? Coaching rises to the …
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In our fast-paced culture, change is a way of life. One thing I know for certain is that when making changes to systems, processes, and workflows, you must listen first and engage stakeholders. …
Coaching a healthcare leader provides a great opportunity to review best practices, including rounding on employees. Over the past 25 years, I have heard every excuse in the book for why rounding …
I’ve always been a change agent and an ideas person, seeing new opportunities and potential all around me. I get excited about changing things up to improve. While I get excited and energized by …
As long as healthcare leaders have measured patient experience, they’ve seen a strong correlation between nurse communication and the overall experience. After 25 years of conducting communication …
Over the past few weeks, I have had the pleasure of working with the nurses of BronxCare and sharing the Nurse/Patient Partnership experience. Reading through hundreds of evaluations taught me how …
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 …
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 …
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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 …
