April 16th, 2024
It’s been decades since Peter Drucker first said, “Culture eats strategy for breakfast.” His words ring more true today than ever. When healthcare organizations compete for talent, salary may get candidates in the door, but it’s culture that will entice ...
April 5th, 2024
A few years ago, I started working with two hospitals to train and embed nurse coaches in inpatient units. Their goal was to provide staff with ongoing feedback on behaviors tied to quality, safety, and service. Their results have been ...
April 1st, 2024
Many things in healthcare require skill development and reinforcement. Sometimes those things require mandatory training to ensure quality and safety. But just because it's mandatory doesn’t mean it can’t be enjoyable.
When you hear the word “mandatory,” how do you react? ...
March 25th, 2024
When I coach executive teams on culture transformation, one of the first things I do is a communication audit. A few of the areas I look at include:
Channels used for communication (email, newsletter, talking points for huddles and rounding, ...
March 18th, 2024
Several years ago, as I was collecting stories from nurses about their work, I learned a very troubling fact. Most nurses I interviewed didn’t accept compliments from patients very well. They would hear patients' statements of gratitude but not really ...
March 8th, 2024
Yesterday, I was doing physician communication training with a large group of doctors. To give context, I showed them their current patient experience scores focused on physician communication. One of the attendees raised his hand and said, “There has never been any ...
March 1st, 2024
A few months ago, I was doing leadership development in a critical access hospital. The CEO is a strong leader and fairly new to his role. He has a clear vision of where he wants to take the organization, and I honestly ...
February 23rd, 2024
U.S. corporations (including healthcare) spent $94 billion on training last year. The investment is significant, but are they getting their money’s worth and seeing an ROI on training? The ones that are getting the biggest bang for their buck are ...
February 20th, 2024
Healthcare is confusing, and it's often needed when we are at our most vulnerable. Despite major improvements in the patient experience over the years, deep chasms remain. And, in my experience, the gaps are often due to faulty healthcare systems ...
February 13th, 2024
Medical staff turnover is rampant, but it doesn’t have to be if we start listening to our new employees BEFORE their exit interviews.
I recently heard a case study from a large academic medical center about their Medical Assistants (MAs) leaving ...