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Developing realistic action plans

Build a culture around service

Teach your staff to appreciate patients and families as their customers. Encourage them to use scripts and prompts when answering the telephones and consistently greet patients when entering and leaving their rooms. You may or may not have a new state-of-the-art facility and the latest technology, but if employees treat patients and their families with personalized care and compassion, they will always come back. Expect your employees to behave as if they worked in a five-star resort. Role model how to be a servant-leader. As the leader it is imperative to be humble, open, and available to learn every day. Remember, if you lead, they will follow.

: Create and develop leaders

An old adage is, “If your unit or department can run without you, you have done your job.” This is true, so develop your succession plan early. You can’t do it all alone. Identify your informal and formal leaders and invest in them. Take them to meetings with you; have them provide presentations to the staff and senior-level leaders. Find opportunities to highlight their strengths and minimize their weaknesses. Train them to be the next leaders.5: Focus on employee satisfaction

Make your work environment a great place to work. Celebrate what each individual employee can bring to the team. Make rounds daily to connect with your employees on the unit or in your department. Focus on establishing a relationship with each staff member by knowing their names and their children’s names. Send staff thank you cards and birthday cards, and recognize key events in their lives. Communicate with your employees frequently on all levels: An informed employee is a satisfied employee. Have daily team meetings or huddles to review pertinent information, new changes, celebrations, or other factors.