A thriving, engaged culture starts with having substantive values. It means living them with unwavering consistency. People will rally around a shared vision and values when they are concise and sincere. Anything less is just window dressing. Connecting Values with Social Issues I was ...
Culture is Evident at Every Touch Point A few years ago, I was coaching a hospital CEO who said, “I know culture is important but honestly I hate talking about it. Culture is an ethereal term. Nobody really can really lay ...
“If you don't know where you want to go, then it doesn't matter which path you take.” ― Lewis Healthcare leaders, as well as travelers, can benefit from the Cheshire Cat’s wisdom shared in Alice in Wonderland. Without a clear destination ...
A few weeks ago I was talking with some hospital executives about their patient experience goals. They wanted great HCAHPS scores and were looking for the secret sauce. During our discussion, I noticed that they were making and supporting excuses ...
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 ...
What makes some organizations rise to the top, while others struggle? This is a question we consider each time we assist our partners in implementing best practices. One thing that is certain, is that culture plays an enormous role in ...
Posted by Kristin Baird When it comes to setting the course for transforming culture, you won’t get far until you know where you’re going. What’s your vision for the culture of the future? Can you describe it? How do people behave ...
