Culture Catalyst Blog & Articles

No More Excuses!

Fostering Accountability to Build an Excuse-Free Culture Nobody likes to admit they made a mistake, admit that they were wrong, or admit that their performance wasn’t quite up to par. And yet, that’s exactly what we all need to do in ...

Never Forget: They Don’t Know What You Know.

My friend “Terry” recently shared a story with me that is a great reminder that what may be a common experience for healthcare professionals can be terrifying to the patient. Terry said that her brother had an uncontrollable nose bleed. ...

The ROI of Patient Experience Initiatives

Many hospitals and healthcare systems may be not-for-profit, but that doesn’t mean they don’t want a healthy bottom line. Healthcare organizations are laser-focused on return on investment (ROI) these days as they deal with increasing competition, increasing patient demands, and ...

Are Your Standards Expectations, or Merely Suggestions?

Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...

Balancing Technology and the Patient Experience

There are certain industries where technology will never entirely replace the human element and person-to-person interactions. The healthcare industry is one such example. While technology has proven to be an important aid in many ways, there is just no replacement ...

Aligning Marketing With Operational Realities

We talk often about the importance of organizational values and espoused culture matching employees’ reality. Saying you’re committed to supporting employees and providing a healthy work-life balance isn’t the same as actually demonstrating that those values are real. The same kind of disconnect can, ...

Unique – But Not Really

I recently heard a fascinating statistic. According to research from NRC Health, when people feel they are treated as unique, they are 312% more likely to rate your organization as excellent. The question then is, how do we make every patient feel ...

Survival of the Loudest: An All Too Common Patient Experience

I heard an incredible story last week about a father’s journey through his daughter’s childhood cancer. One thing the father said struck me to the core. He said, “Technology didn’t save my child’s life, communication did.” He went on to share his personal patient experience. His concerns were diminished and his inquiries were delayed until he ...

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