Create a Well Founded Service Recovery Culture - 3 Essentials for Success Written By: Kristin Baird, RN, BSN, MHA It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
Written By: Kristin Baird, RN, BSN, MHA Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
Stories are the backbone of culture. And like culture, they must be orchestrated by design to be most impactful. Quantitative data is essential in moving organizations toward specific goals. You must be able to measure your starting point, milestones, and the ...
“If you don't know where you want to go, then it doesn't matter which path you take.” ― Lewis Healthcare leaders, as well as travelers, can benefit from the Cheshire Cat’s wisdom shared in Alice in Wonderland. Without a clear destination ...
In the play, Hello Dolly, Dolly Levi says, “Money is like manure. It’s not worth a thing unless you spread it around helping young things to grow.” Substitute the word money in this quote with the word, recognition and you ...
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 ...
I’ve had a series of encounters as a customer lately that shed new light on characteristics of toxic culture. They demonstrate that a toxic cultures impede critical thinking. The Home Security Company My first experience involved home security. I sat on the ...
Organizational leaders these days almost universally claim their commitment to a culture that nurtures and supports talent, innovation, engagement and loyalty. Yet many of these same leaders are, in fact, operating in environments that are more toxic than supportive. The Trouble ...
I have a friend who is one of the most gifted people I know. To my knowledge, he has found a way to succeed in everything he takes on, despite challenges he faced along the way. I don’t mean to ...
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 ...
