No one sets out to deliver bad customer service, but mistakes happen and details can be overlooked, upsetting patients and family members. The art and science of service recovery essentials involves …
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What does employee engagement have to do with quality, safety and service? Everything. Improved engagement is linked to higher productivity, increased staff retention and better clinical outcomes. We …
No Bullies Allowed
Employee retention and patient satisfaction start with culture. There are no quick fixes for a dysfunctional work environment, but there are some immediate and bold actions …
Coaching for Engagement and Improved Performance
What does employee engagement have to do with quality, safety and service? Everything. Improved engagement is linked to higher productivity, …
Be the Leader Nobody Wants to Leave: 8 Transformational Skill-Builders for Busy Leaders
Stop Managing and Start Leading!
Healthcare Leaders – Learn how to keep your staff engaged, …
Accountability is Not Micromanaging
Nobody likes a micromanager, someone who hovers wanting to know every detail of what you do. But don’t confuse micromanaging with holding people …
Culture is Evident at Every Touch Point
A few years ago, I was coaching a hospital CEO who said, “I know culture is important but honestly I hate talking about it. Culture is an ethereal term. …
Feedback Isn’t Positive or Negative
Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or …
Effective Feedback is a Two-Way Street
Over the course of my career, I’ve been on both the sending and receiving sides of feedback. I’ve come to know that continuous improvement requires that …
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome
By Angela Fieler
Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on …
