Can We Talk

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Three Messages Your Staff Want and Need to Hear Most

Whether you are a senior executive, middle manager or frontline staff member, health care seems to get more complicated every day. Endless regulations, increasing financial challenges, pressures to guarantee quality and safety. And now, the uncertainty of health care reform.

But while the issues become increasingly complex, the communication frontline health care professionals need most from managers arguably becomes more straightforward, focused and— perhaps counterintuitively— basic as times get more complicated.

Think about frontline employees’ … Read More

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Are exit interviews a waste of time?

Several months ago in a conversation with a senior human resources executive from a very large, international corporation, he made a provocative statement that initially surprised me. “We’ve stopped doing exit interviews because we’ve found they’re a waste of time,” he said matter-of-factly. His rationale, backed up by conversations with individuals who had left his firm and many others, is that no one wants to burn bridges. They insist that they are leaving because the … Read More

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“Loyalty is everything!”

loyaltyLoyalty. Such a noble trait that we seek and deeply value in our closest friends, family members and colleagues at work. When used in a business context, it is usually preceded by “customer” and is a primary goal of the marketing strategist.

But it wasn’t a marketing strategist who proclaimed “loyalty is everything” for health care providers earlier this year at the Executive Dialogue sponsored by the Society for Healthcare Strategy and Market Development. Michael … Read More

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The dangers of pursuing the “silver bullet”

Occasionally we update and repost a favorite commentary from the past. This post originally appeared in 2012.

In her remarks at the ninth annual World Congress on Health Care, Shari M. Ling, MD, deputy chief medical officer of the Centers for Medicare and Medicaid Services wisely pointed out that there is “no silver bullet” to achieve better value. Dr. Ling emphasized, “When we start to talk about value, that discussion is really formulated on … Read More

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Making it personal

One of the most rewarding aspects of working with diverse healthcare organizations across the country is the opportunity to learn from so many talented, dedicated professionals. The insights and inspirations I witness are personally gratifying – and enormously beneficial to the other client organizations I work with.

Recently I had the good fortune to meet and learn from Pedro Ceniza, RN, a dedicated assistant director of nursing at Jacobi Medical Center in The Bronx. I … Read More


WE HAVE A SIMPLE MISSION

Improve patient care by improving communication.

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