Category: General

medical staffers in meeting with stamp & chase

The Power of Empowerment: “The Village has it Handled!”

In a leadership workshop earlier this month at Summa Health in Akron, OH, a manager shared one of the most definitive, straightforward affirmations of true staff empowerment that I’ve ever heard.  She explained that often when an issue or problem arises, by the time she becomes aware of it and approaches her team to work through a solution, she is confidently told, “Don’t worry; the village has it handled.”Empowerment is a frequently vaunted goal for high-functioning teams in today’s leadership literature. But while the term is commonly accepted, I’m not sure it best describes the true power of empowerment. When I clicked on the thesaurus feature in Microsoft Word while writing this post, I actually found a much better list of options: inspire, embolden, encourage,

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Healthcare Employee Engagement

Everyone Can Be a Caregiver (Even a CEO!)

Several years ago I was leading a management workshop at a very large health system. With over 200 people in the room, there was spirited discussion about the opportunities and obstacles to improving the patient experience in the system’s hospitals. I noticed one of the leaders patiently holding her hand up near the back of the room and made my way back to give her the microphone. She hesitantly started, “I’m the director of Environmental Services, and I know we don’t have a direct impact on patients’ care, but ….” While I hated to interrupt her, I just couldn’t let her opening statement stand without a polite challenge. “I’m really sorry, but I have to interrupt,” I respectfully said. “I have a list of stories

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Patient Experience in Healthcare

Why Real Empathy Has to Start with Real Listening

Visiting with patients during rounds is one of the things I love most about my work with health care providers across the country. I remember conversations with patients that cover the range of emotions – uplifting, sad, funny, disheartening, frustrating … and almost always humbling. But it is a conversation with a paraplegic patient at a HealthSouth acute rehabilitation hospital a few years ago that I still reflect on often because of the important lesson it taught me. The nurse manager for the unit explained that Mr. Jones (not his real name) was a frequent patient at HealthSouth and would appreciate a visit. I walked into the room and did everything by the book, just like I’ve explained hundreds of times to thousands of caregivers in

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