How Do You Measure Emotion?
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 ...
Culture Catalyst Blog & Articles
Blind Spots Can Fuel Bias in Healthcare
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 ...
Delivering a Fanatically Consistent Healthcare Customer Experience
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 ...
In healthcare, culture speaks louder than words
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 ...
3 Questions to Ask Before Assuming Bad Attitude
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 ...
Engage the Heart to Engage Employees
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 ...
Accountability Strengthens the Culture
Accountability Strengthens the Culture A culture of accountability doesn’t just happen. It takes persistence well after you state your expectations. Parenting would be easy if you could tell your kids once, and only once, to do something and know for certain it ...
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome By Angela Fieler Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
Create a Well Founded Service Recovery Culture – 3 Essentials for Success
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 ...
What does AIDET stand for in your organization? Check to confirm.
By Angela Fieler AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency. I visit a lot of healthcare organizations where the leaders say AIDET® is ...
