Thank a Teacher
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 ...
Culture Catalyst Blog & Articles
Your Culture May Not Be Ready for Best Practices
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 ...
Good Read: Is Your Customer Your Calling or Just Calling to Complain?
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 ...
The COVID Family Experience – Firsthand
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 ...
Two Most Dangerous Words in Healthcare
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 ...
Workplace Drama – Your Patients See It
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 ...
Resilience Supports a Positive Culture
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. ...
Virtual Visits Demand Good “Webside Manner” – 6 must-haves for a great patient experience
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 ...
Access and Reputation – Don’t say you have online scheduling when you don’t
Patients gain confidence when healthcare organizations deliver on their promises. This starts with the first impression, and appointment access. But the minute you let down the consumer with misleading information, you lose credibility. This happens frequently when providers taut that ...
What Healthcare Can Learn from My Hair Salon about COVID Communication
First it was a phone call. Then I got an email. Then I got a text. Each step was a different communication designed to reassure me that every measure was being taken to protect me from contracting COVID while visiting ...
