Originally posted on Blanchard LeaderChat:
I believe most leaders strive to be trustworthy. There aren’t too many leaders who wake up in the morning, roll out of bed and say to themselves, “Hmmm…I think I’ll try to break someone’s trust today!” Yet even in spite of our best intentions, there will be times when we damage the level of trust in our relationships. Sometimes it’s due to our own stupidity when we make choices that we know are wrong or hurtful to others. Other times we unknowingly erode trust by engaging in behaviors that others interpret as untrustworthy. Regardless of how it happens, breaking trust in a relationship is a serious matter. When a breach of trust occurs, there are six steps a leader should take to repair the relationship:
- Acknowledge that trust has been broken. As we’ve learned from the success of the twelve-step recovery process, acknowledging that there is a problem is the first…
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Originally posted on Engaging The Patient:
Contributors: Geri Lynn Baumblatt – Executive Director of Patient Engagement, Emmi Solutions; Greg Berney – Senior Manager of Patient Experience, Cone Health (Originally published for the Association of Patient Experience)
Several months ago, a Patient Experience Manager at Cone Health was rounding with a nurse on a med/surg department. We’ll call him “James.” As James discussed different patient experience improvement tactics, he verbalized a concern with hourly rounding logs. “Each time I put my initials on that log I feel frustration with leadership because it feels like they don’t trust me.” Leaders, in turn, felt frustrated because the logs were their only way of ensuring hourly rounding was happening.
While James identified a lack of trust as his main frustration, this also articulates a greater challenge in improving the Patient Experience: ensuring our goals and how we motivate caregivers to meet those goals match. As James would tell you…
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Originally posted on Engaging The Patient:
Contributor: Courtney Hummel – Senior Client Services Specialist, Emmi Solutions
In his TEDtalk, “The Riddle of Experience vs. Memory”, behavioral economist Daniel Kahneman tells a short story about a man listening to a symphony. The man experiences such joy throughout the entire performance , intensely feeling and relating to the music. As the recording meandered to its finale, the music suddenly stopped, replaced by a horrible screeching sound. This ruined the entire symphony, the man solemnly remembered. But, had it? He experienced 20 minutes of glorious music, jarred by a few seconds of madness. But those 20 minutes were now irrelevant; the experience was ruined, replaced with a marred memory.
One key takeaway from this scenario is the human memory is significantly and consistently biased. We must understand that a memory is merely the end result of an experience and the processing of that experience. It’s helpful to…
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Originally posted on Customer Experience Matters:
Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research.
Here’s a poster version and you can see the full infographic below. I hope you enjoy it.
Here are links to download versions of the infographic:
Here are links to the research referenced in the infographic:
- State of VoC Programs, 2014
- What Happens After a Good or Bad Experience, 2014
- Text Analytics Reshapes VoC Programs
The bottom line: Make sure to capitalize on the voice of your customers.
Originally posted on Experience Innovation Network:
On November 4th – 5th, we were privileged to host the seventh semi-annual CXO Roundtable in San Francisco, CA. The invitation-only meeting convenes physician, nursing, and administrative leaders from the membership of the Experience Innovation Network, a group whose mission is to disrupt the status quo and deliver on the “quadruple aim:” reduce cost; improve quality; elevate patient experience; and restore joy to medicine.
The two-day meeting was full of insights as we explored innovations that help drive employee and physician peak performance in healthcare. At the end of day 1, we asked participants to identify their top 10 pearls of wisdom. Here’s what they surfaced:
- Identify the Sacred Cows in your organization and ask why they exist.
- You can’t approach an adaptive problem with a technical fix.
- If same day appointments are possible, then anything is possible!
- Stress is not the enemy; the enemy is the absence of intermittent…
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Originally posted on Benefits of mindfulness and meditation:
Kang, Y., Gray, J. R., & Dovidio, J. F. (2014). The Head and the Heart: Effects of Understanding and Experiencing Loving Kindness on Attitudes Toward the Self and Others. Mindfulness, 1-8. Abstract.
Formation and maintenance of compassionate and loving attitudes toward the self and others is essential for adaptive social functioning. In this study, we use loving kindness meditation (LKM) to enhance positive attitudes toward the self and others. Meditation-based programs often include several components for which specific effects and dynamics are largely unknown, precluding conclusive support for their effectiveness. The present study tested actions underlying two main components of LKM programs: discussion and meditation.
Discussion focuses on a conceptual understanding of loving kindness, whereas meditation focuses on direct experiences and cultivation of loving kindness. Participants (n = 54) were randomly assigned either to attend a 6-week loving kindness discussion course or to be waitlisted for 6 weeks, both…
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Originally posted on Rick Kupchella's - BringMeTheNews.com:
While you won’t get a mint on your pillow at your next hospital stay, you may notice a better overall experience. Hospitals are taking a cue from the hospitality industry to boost patient satisfaction with a newly created job: chief experience officer.
Think of a chief experience officer (CXO) as a high-level hospital concierge who ensures that a patient’s hospital stay is as comfortable and pleasant as possible. A CXO champions compassionate care, focusing on open communication with patients and “making sure staff are attentive to their needs, whether that’s more face time with nurses or quieter hallways so they can sleep,” reports The Washington Post.
Happy patients, prosperous hospitals
The shift to improve customer service isn’t entirely due to the kindness of medical executives; it benefits hospitals as well. Patient satisfaction scores — tallied by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey — have…
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