Culture Catalyst Blog & Articles

Expectations vs Suggestions

Is your healthcare organization setting expectations for standards of care or giving suggestions?  Last week I was speaking to a large group of healthcare leaders about culture and the leader’s role in creating it. At one point, I stopped to ask ...

Accountability Can’t Be Optional

Posted by Kristin Baird I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my book, Customer Service in Healthcare (2000, Jossey Bass). It ...