Start with a clear definition As we work with healthcare organizations to improve both the employee and patient experience, we’re often met with the same quandary. How do we build a better culture without being heavy-handed? Policies won’t move people. it’s important ...
The leadership question that changes everything. During a recent leadership coaching session, one of my colleagues, Kwesi Johnson posed a brilliant question to the group: “Are you more like a mechanic or a gardener?” As he went on to explain the distinction, ...
Orientation programs are notorious for being boring. Death by PowerPoint. Endless forms. A parade of presenters sharing policies and procedures. Yet, despite all of this, many new hires walk out feeling inspired. They've heard executives speak with pride about the organization's purpose, ...
How bad-mouthing teammates can destroy patient trust I had an opportunity recently to accompany a family member to an appointment for major surgery. I always learn a lot at these visits and am always attuned to what goes well and areas ...
When Performance Problems Points to Deeper Cultural Issues Someone once told me, “You can’t see the picture when you’re inside the frame.” In other words, when you are too close to a problem and its inner workings, you’re bound to miss essential ...
Think of the most recent presentation you made to your leadership team. Chances are it was accompanied by a PowerPoint deck which likely included several charts and graphs. They typically do. But how much of the information had an impact? How ...
One of the hallmarks of a strong organizational culture is a common language that goes beyond words to create a shared understanding and alignment of daily actions with your healthcare organization’s mission, vision, values and standards. When everyone in your organization ...
Rising Above a Toxic Environment by Angela Fieler I went to the grocery store this morning and noticed something strange. Everybody I crossed paths with was looking down at the ground and their body language screamed defeat. Ever the optimist, I tried ...
Just one gossip on the team can erode even the strongest organizational culture. In fact, gossip is among the top contributors to a toxic culture. Not only does it destroy trust among peers, but it decreases team and individual performance. Why ...
Patient experience literature is loaded with information about best practices. It’s tempting to dive right in and start implementing these tactics but without a supportive culture, even the best, best practices will fail. We see it all the time. Leaders from ...
