Reflections on Grit in Healthcare
Have you ever thought about the word grit? When I think about grit, I realize that it can have a negative impression as well as a positive one. I don't like the feel of grit underneath my shoes if there's ...
Culture Catalyst Blog & Articles
Vaccination Logistics Lessons from Chick-fil-A
For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...
The COVID Family Experience – Firsthand
COVID has hit home giving me firsthand insight into the patient and family experience. For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...
Virtual Visits Demand Good “Webside Manner” – 6 must-haves for a great patient experience
There’s little doubt that virtual visits are here to stay, and for good reason. Consumers appreciate the convenience and added level of safety while we navigate the pandemic. While patients have been thrilled to have the online option, there is no ...
What Healthcare Can Learn from My Hair Salon about COVID Communication
First it was a phone call. Then I got an email. Then I got a text. Each step was a different communication designed to reassure me that every measure was being taken to protect me from contracting COVID while visiting ...
Don’t Hide Behind the Mask – Your Patients Need Your Compassion More than Ever!
Posted by Kristin Baird Face masks are part of the patient experience in a COVID-19 world. But this is the time to stress the importance of eye contact as well as verbal communication skills with every team member who comes in ...
Core Values Matter Most in Turbulent Times
Posted by Kristin Baird Today’s news is laden with stories about the COVID-19 crisis and how it is affecting healthcare. I interview leaders about issues they are facing during COVID-19. The most successful organizations stay grounded in their core values. Stay Visible Last ...
Lessons in communication I learned from watching Andrew Cuomo
Posted by Kristin Baird Over the past few weeks, I’ve been drawn to the daily updates from New York Governor, Andrew Cuomo. Although I am not a New Yorker, my Wisconsin-based company works with several of the providers in the epicenter ...
Get Ready for Recovery
Posted by Kristin Baird While healthcare grapples with the COVID-19 crisis, it’s difficult to focus on anything else. At the same time, it is important that leaders begin thinking about, and preparing for, the inevitable recovery period that will follow. Burnout Prior to ...
