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 ...
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 ...
The other day I was listening to a speaker who reminded us to think back on a teacher who made a difference in our lives and reach out to thank them. This past year, as parents have had to take ...
I recently spoke with a CEO, who was venting his frustration over their poor patient satisfaction scores. He gave me a whole list of best practices they had tried, but didn’t stick. Hearing this once or twice a week in ...
Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the love. I’ve had some clients say that they’ve had ...
COVID has hit home giving me firsthand insight into the patient and family experience. For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...
Several months ago, we did a full day workshop with a team of healthcare leaders on “Creating an Engaged Workforce”. It’s always inspiring for me to be able to work with leaders at the front line. This is where real ...
Moods are contagious. If you’ve ever been dragged into someone’s drama in the workplace, you know how damaging it can be to staff morale. One person gossiping or finding fault in others sends a ripple through the team. So it’s ...
We live and work in uncertain times where change is a constant. With the amount of change and demands upon us, resilience is essential. Healthy cultures strive for resiliency at individual, unit, and organizational levels. People and organizations develop resilience. ...
There’s little doubt that virtual visits are here to stay, and for good reason. Consumers appreciate the convenience and added level of safety while we navigate the pandemic. While patients have been thrilled to have the online option, there is no ...
