Last week, I was at a conference, and the keynote speaker shared a simple question that really resonated with me. He said he dreaded being asked, “What do you do?” because he had a hard time describing what he does ...
Nurses are the backbone of healthcare delivery and the current nursing shortage has given nurses everywhere a unique gift. Now, more than ever, nurses have the freedom to choose when, where, and how much they want to work. While the ...
Have you ever worked for someone who made lots of promises but never followed through? I have, and it caused frustration, distrust, and high turnover. Leadership is more about actions than words. True leaders understand that their actions have a profound ...
Healthcare customer service is a critical component of delivering quality patient care. Patients and their families expect to be treated with kindness, empathy, and respect. Their experiences with healthcare providers can significantly impact their overall satisfaction with the care they ...
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the patient experience. Things like addressing patients by their preferred name or taking responsibility for trash or spills are usually on the list. Your ...
During a recent coach training, the participants and I had a lively discussion about how blind spots can fuel bias in healthcare. As part of their training, participants shadow hospitalists on inpatient units to assess interactions. They also give feedback ...
Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by some of the brightest and best strategists and ...
A coaching culture may be just what healthcare needs to improve employee engagement and retention during today’s Great Resignation. Peter Drucker famously said, “culture eats strategy for breakfast.” So, while you may spend weeks mapping out a comprehensive plan, it may be ...
Creating the ideal organizational culture takes a commitment to strategic communication. Healthcare leaders cannot say something once and expect the message to permeate the hearts and minds of every person in the organization. It takes strategy, tactics, and skilled execution ...
We’ve all heard it said that actions speak louder than words. But when you think about it; your organizational culture speaks louder than any ad, recruitment brochure, annual report or mission statement. It’s your culture that drives employee behaviors, determines ...
