Culture Change RX

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In this episode, Sue discusses the communication challenges faced by leaders and employees in organizations. She highlights the problem of communication not being received by the intended recipients, leading to frustration and confusion. Sue introduces the concept of 'splatter' as a common mistake made by leaders, where they try to communicate important information through multiple channels, resulting in a moving target and information overload. She emphasizes the need for a specific and consistent communication plan, with one channel and timing for each type of communication. Sue provides an example of a hospital CEO who sends a consistently timed monthly email update on strategic goals, demonstrating the effectiveness of consistent and timely communication.

Episode Insights and Takeaways

Communication challenges often arise when information is not received or understood by the intended recipients.

• The 'splatter' approach, where leaders use multiple channels to communicate important information, can lead to confusion and information overload.
• The opposite of “splatter” is to streamline and simplify and get very specific about what our communication methods are and the timing of them.
• Having a specific and consistent communication plan, with one channel and timing for each type of communication, can help overcome communication challenges.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

Dr. JoNeil Conley shares her experiences and lessons learned in nursing leadership. JoNeil shares some personal examples of bullying stories which led her to researching bullying and developing the 3C Method to guide organizations to decrease and address incivility. The conversation emphasizes the need to be proactive and courageous as individuals and organizations when it comes to having and upholding standards of conduct.

The conversation explores the 3C model for addressing toxic behavior in the workplace: code of conduct, collecting objective data, and having courage.

Episode Insights and Takeaways:

• Bullying in the workplace can have a significant impact on patient care and employee well-being.
• Hold individuals accountable for their behavior and enforce consequences when necessary.
• Early intervention is crucial in addressing toxic behavior.
• Addressing toxic behavior is essential for creating a healthier work environment.

You can connect with Dr. JoNeil here: www.drjoneil.com

Unlock the COBUMS Quiz: Know Where You Stand www.drjoneil.com/cobums 

The Meanness Matrix comprehensive guide: www.drjoneil.com/meanness-matrix

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

In this episode, Sue welcomes Courtney Kloehn, a Capstone transformational coach, who shares her experience in her organization, where they tackled the project of defining and aligning their standards of behavior with their core values. The conversation highlights the importance of consistency in reinforcing behavior standards and the challenges and opportunities in changing and merging organizations. 

Episode Insights and Takeaways

Standards of behavior are essential in healthcare organizations to define and align behavioral expectations with core values.

• Leaders need to take ownership of the standards and keep them alive through various tactics such as communication boards, training events, and department meetings.
• Leadership practices, such as giving and receiving feedback, play a crucial role in elevating behaviors and holding employees accountable.
• Persistent behavior issues should be addressed through one-on-one conversations to ensure accountability and maintain the standards. Leaders have a responsibility to address toxic behavior in the workplace and intervene effectively.
• Behavior standards may need to be updated to align with strategic priorities.
• Onboarding processes should include orientation on behavior standards to set new employees up for success.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

In this episode, Sue discusses the impact of trust, or lack thereof, between the administrative team and the board of directors. She draws on examples from her experiences as a senior executive in healthcare and highlights the need for trust between the board and the executive team to facilitate more effective decision-making . . . and speeding up the timeframe to achieving the desired results. She suggests two tactics to build trust: changing the definition of 'old business' on the board agenda and creating a well-designed strategic plan.

Episode Insights and Takeaways

• Trust is essential for a culture of achievement and success in organizations.
• Lack of trust can lead to slow decision-making and excessive rework.
• To build trust, organizations should revisit the progress and outcomes of past decisions under 'old business' on the board agenda.
• Having a well-designed strategic plan can also foster trust and speed up decision-making.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

In this episode, Sue interviews Charisse Oland about her experiences and lessons learned in healthcare leadership and governance. Charisse highlights real world examples of strengthening leadership and governance as pathways to creating stronger organizations, including improving results and a more positive and thriving workplace culture. The conversation emphasizes the need to focus on positive behaviors and reinforce them, rather than dwelling on what went wrong.

Episode Insights and Takeaways

• Engaging employees in conversations about what the values mean in their daily behaviors is crucial.
• Focus on positive feedback and building each other up and reinforcing positive behaviors.
• Building stronger, thriving workplaces necessitates the nurturing of collaborative behaviors and maximizing board and leadership effectiveness
• Creating an effective board requires varied backgrounds and expertise, and also a great culture of leadership and collaboration.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

In this episode, Sue welcomes Julie Coneset, a Capstone transformational coach, who shares her experience in healthcare and human resources, emphasizing the importance of organizational culture. Julie discusses the transformational journey her organization went through, starting with the departure of a CEO and the implementation of a new culture. She highlights the role of employee-driven teams in identifying opportunities for improvement, communication, and training needs. Julie emphasizes the need for open-mindedness and listening to new ideas, as well as creating an environment where employees feel comfortable sharing their suggestions.

Episode Insights and Takeaways

• Transformational journeys require strong leadership and commitment . . . and an unwavering determination and willingness to engage employees in the process of positive change.
• New leaders and employees support the desired organizational culture when provided with the tools and training.
• Open-mindedness and a willingness to listen to new ideas are essential for fostering innovation and growth.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

In this short solo episode of Culture Bytes, Sue discusses the concept of readiness for culture transformation in healthcare organizations. She emphasizes the importance of continually strengthening the strategic pillars of people, service, and quality, and highlights that this work should always be a priority. Sue explains that instead of assessing readiness, it is more relevant to assess the change challenges that organizations will face in achieving their improvement goals. She also emphasizes the need for commitment to these core strategies and the potential consequences of not prioritizing them.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

Community hospital CEO Dan Rohrbach shares highlights from a decade-long journey of growth and improvement at Southwest Health.

He emphasizes the importance of balancing speed and staff well-being, managing through crisis, investing in culture, and the value of external expertise.

Gain valuable insights on attracting top talent and elevating your organization’s reputation through cultural investment

Episode Insights & Takeaways:

• A strong culture can attract talent and make an organization a sought-after place for both employees and patients.
• Patience is essential in cultural transformation, as it takes time to build a strong foundation. 
• Balancing speed and staff well-being during times of growth are crucial for sustainable success.
• Investing in culture does indeed yield a positive and measurable return on investment.
• External expertise can provide valuable insights and accelerate progress.
• Being genuine and honest builds trust and respect.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

Adopt a nimble strategic planning approach that is actionable and adaptable, and then uncover and overcome learning needs in order to set people up for success

Episode Insights & Takeaways

• A nimble strategic planning process is essential for success.
• Culture plays a crucial role in executing strategic initiatives successfully.
• Investing in learning and development can transform culture and drive growth.

In this episode, Sue and guest Doug Morse discuss the importance of strategy and culture in healthcare organizations, particularly in rural healthcare. Doug emphasizes the need for a nimble strategic planning process that is actionable and adaptable. 

They also highlight the connection between culture and strategy, emphasizing the importance of aligning beliefs and behaviors with strategic goals. 

Doug shares examples of how culture can be transformed through learning and development initiatives, leading to improved outcomes and growth. 

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.

Send us a Message

Healthcare organizations are complex entities and consist of both tangible and intangible elements, all of which can be strengthened

Episode Insights and Takeaways

• Growing and thriving organizations intentionally design and improve the intangible aspects of their organization
• Don't leave culture to chance; deliberately change and improve it
• Similar to the consideration paid to designing physical structures and work processes, executives can give thoughtful consideration to designing the culture.
• Just because you can’t touch it or see it, doesn’t mean you can’t design and improve it

In this short solo episode of Culture Bytes, Sue emphasizes the distinction between tangible and intangible aspects of a healthcare organization and how they interplay. Sue encourages deliberate design and improvement of the intangible aspects of culture, just like any other tangible element of an organization.

The Virtual Patient Experience Boot Camp is designed for healthcare leaders and team members involved in patient experience improvement, communication, quality, culture, and organizational change, including:

• CEOs, COOs, and CNOs
• Patient experience leaders and improvement team members
• Nursing and department directors and s

Hi! I’m Sue Tetzlaff. I’m a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.

For decades, I’ve worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I’ve learned is this: culture is not a soft thing. It’s the hardest thing, and it determines everything.

When you’re ready to take your culture to the next level, here are three ways I can help you:

1. Listen to the Culture Change RX Podcast
Every week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy.

2. Subscribe to our Email Newsletter
Get practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won’t find on the podcast.
📩 Subscribe here

3. Break through to the next level of greatness in your organization with help from my team and me.
When you’re ready to be the provider and employer-of-choice, we’ll help you implement proven frameworks that strengthen culture, improve experience and ensure your organization thrives.
You can email me at [email protected] and put “BREAKTHROUGH” in the subject line and I’ll get you all the details.