August 30th, 2022
Every organization needs policies and procedures to ensure high-quality, safe care. Yet, policies can get in the way of being reasonable if we aren’t careful. When to follow, and when not to follow, policies can be difficult, especially when trying ...
August 2nd, 2022
Many healthcare positions require a high degree of technical skill, but balancing skill with patient experience is a skill unto itself. This is especially true in direct patient care. After all, if you mess up an important technical task, you could hurt ...
May 2nd, 2022
It’s no secret that small things add up quickly when it comes to the patient experience. Because high-quality and safe care is assumed by the patients and residents, it is often the small acts of kindness that stand out the most.
Throughout ...
April 18th, 2022
It’s no secret that businesses fare better when they actively seek employee input. In a recent survey, 38% of workers admit they tend to lack initiative on the job when leaders routinely dismiss their ideas. (1)
Billions of dollars are spent ...
March 15th, 2022
It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...
December 7th, 2021
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 ...
October 28th, 2021
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 ...
October 4th, 2021
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 ...
August 19th, 2021
3 Questions to Ask Before Assuming Bad Attitude
I was coaching a new manager who said she was getting really frustrated with the bad attitudes of her team. She wanted them to deliver better customer service and felt they were being ...
August 17th, 2021
Engage the Heart to Engage Employees
The term “hardwiring” is a familiar one in the healthcare industry and typically focuses on consistent behaviors rather than employee engagement. There is merit in hardwiring behaviors for consistency, but it’s equally important to “heart ...