Teamwork

by Burl Stamp Burl Stamp No Comments

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 Read More

by Burl Stamp Burl Stamp No Comments

Sometimes Silence Isn’t Golden: Improving Patient Engagement by Encouraging Openness

Like most of our experiences in life, the patients and families we remember best are the ones whose satisfaction with our care falls at the extremes.  On one hand, the family that is effusive in their praise is one everyone likes to remember.  At the other extreme, we can’t forget the families who are disappointed and seem to be critical of virtually everything we do.  Even months after they’ve left the hospital, the experience of Read More

by Burl Stamp Burl Stamp No Comments

Five Sure-Fire Ways to Wreck Rounding

Over the past decade, health care leadership rounding has become a best-practice staple for organizations that are striving to improve patient experience, employee engagement and the overall culture of performance. While in healthcare we sometimes act like we invented the practice, it has been pursued in different forms for many years in other industries. If you are a disciple of Lean Manufacturing and the Toyota Production System, you call it “going to the gemba.” Bill … Read More

by Burl Stamp Burl Stamp No Comments

What We Can Learn from Truly Gifted Listeners

How many people have you encountered in your life who are truly gifted listeners? When I asked myself this question recently, I was honestly surprised with how short my list was.

For me, this reflection was prompted by a conversation I had a couple of weeks ago with my best friend from high school, David Grimm. His mom and dad were like second parents to me, and I deeply miss the conversations I had with … Read More

by Burl Stamp Burl Stamp No Comments

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 Read More

Top