I’m the mommy, that’s why!
I was recently talking with a CEO of a large medical practice who was lamenting about the lack of buy-in for customer service among his senior leaders. We were discussing the need to communicate the...
View ArticleWant a better patient experience? Help nurses stay impassioned about their work.
So much of the patient experience rests in the hands of nurses. But so does quality, safety, and a myriad of other metrics. Nurses have a lot on their plates, so it’s no wonder many of them want to run...
View ArticleWhat Are You Modeling?
At the risk of sounding terribly trite, I feel compelled to say what you permit, you promote. This begs the question: What are you permitting that could be biting your culture-enhancing goals in the...
View ArticleConnection to Purpose: The “secret sauce” of employee engagement
Regardless of what business you are in, or what title you have, it’s important that each of us feels part of something bigger than a task list or job description. When leaders help staff make a...
View ArticlePlan Now for Improving the Patient Experience in 2014
Read any business book about how great businesses made it to the top and you’ll find that the greatest success stories begin with a solid plan followed by careful, thoughtful execution. The start of a...
View ArticleMom’s Last Lessons on the Patient Experience
Over the past month I’ve been on a very personal mission as I helped my mother live out the final chapter of her life’s journey. In early November she learned that her lung cancer had metastasized to...
View ArticleLeaders—What are your deal breakers and hot buttons?
It’s important for all of us to be in touch with our core values. But leaders in particular need to be crystal clear about what they define as deal breakers in their working relationships. When I am...
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How are you keeping values front and center?
One of my biggest pet peeves is receiving lousy customer service from any organization that brags up a commitment to their values. When a company boldly posts their values for all to see, they had...
View ArticleAre your values a plaque on the wall, or a way of life?
In all the years that I have been consulting on culture and patient experience, I’ve only come across two organizations that didn’t have stated values. In both cases, the CEOs felt they were “fluff”....
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Core Values Matter Most in Turbulent Times
Today’s news is laden with stories about the COVID-19 crisis and how it is affecting healthcare. I interview leaders about issues they are facing during COVID-19. The most successful organizations stay...
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