September 16th, 2021
Culture by Design: Three Steps to Make it Happen
The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to healthcare leaders, you’ll find that there aren’t many who feel that their ...
August 12th, 2021
Accountability Strengthens the Culture
A culture of accountability doesn’t just happen. It takes persistence well after you state your expectations.
Parenting would be easy if you could tell your kids once, and only once, to do something and know for certain it ...
August 10th, 2021
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 required when bullies rear their ugly heads.
Not long ago, I began working ...
August 5th, 2021
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 accountable. The two are miles apart in how they affect the employees and culture.
Holding people ...
August 3rd, 2021
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. Nobody really can really lay ...
July 6th, 2021
Just because you offer training doesn’t mean the lessons are implemented immediately and consistently from that day forward which is why AIDET audits are pivotal to consistent performance.
AIDET is an effective communication technique adopted by thousands of healthcare organizations.
The acronym ...
March 31st, 2021
A few weeks ago I was talking with some hospital executives about their patient experience goals. They wanted great HCAHPS scores and were looking for the secret sauce. During our discussion, I noticed that they were making and supporting excuses ...
March 4th, 2021
In my experience, organizations can only create a consistently positive patient experience when they foster a culture of ownership. This starts when leaders help every employee to see his connection to the organization’s success. It requires a mindset that is ...
July 9th, 2020
It seems to me that the concept of accountability is getting a bad rap. I had someone tell me the other day that the reason I don’t see accountability as a bad thing is because I spent 25 years in ...
June 2nd, 2020
Posted by Kristin Baird
Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff.
Conducted appropriately, mystery shopping is a valuable method for improving quality, including identifying weaknesses and strengths and, ultimately, pointing out your organization’s star performers and best practices. ...