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In this episode of Culture Change RX, Sue Tetzlaff and Capstone Coach Kevin Stranberg discuss the importance of employee-driven teams in enhancing patient experience in healthcare. They explore how data can be tied to patient experiences, the role of leadership in fostering a positive work environment, and the significance of communication and teamwork. The conversation emphasizes the need for synergy between employee engagement and patient experience, highlighting real patient stories and the impact of first impressions. They conclude with a reflection on the passion required to work in healthcare and the continuous journey of improvement.

• Employee-driven teams have proven to be very helpful in patient experience improvement initiatives.
• Data can be effectively tied to patient experiences to aid the improvement efforts.
• Creating a positive work environment directly impacts patient care and service excellence.
• Managing up involves promoting coworkers positively to patients.
• Real patient stories provide valuable lessons for healthcare providers.
• First impressions significantly influence patient experiences.
• Communication and words matter in patient interactions.
• Passion for healthcare work drives better patient outcomes and the desire to always be improving the patient experience.

Kevin’s prior podcast episode: Improving Culture and Care with a Goal Cycle - https://www.buzzsprout.com/2315930/episodes/15069068

Join our weekly Newsletter email list and learn more about Capstone’s approach to improving and growing small healthcare organizations:  https://www.capstoneleadership.net/

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events

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In this episode, Sue engages in conversation with another member of Capstone’s coaching team, Julie Coneset. They discuss the intricacies of performance appraisals and the importance of transforming them from mere tasks into meaningful leadership practices. They explore the significance of preparation and planning, creating valuable conversations, understanding employee goals, and the role of self-evaluations. The conversation also addresses the pitfalls of overrating employees and the necessity of honest feedback. Julie shares insights for new leaders and the challenges faced by interim leaders. They emphasize the importance of continuous feedback throughout the year to alleviate the pressure of annual evaluations.

• Performance appraisals should be embraced as valuable leadership practices, not just tasks.
• Preparation and planning are crucial for effective performance evaluations.
• Creating a two-way dialogue during evaluations enhances their value.
• Self-evaluations provide insight into employee perceptions.
• Avoid overrating employees to avoid reinforcing undesired behaviors or subpar performance.
• Continuous feedback throughout the year reduces pressure during evaluations.
• Be present and free of distractions during evaluations.
• Training leaders on evaluation expectations can support their use of annual evaluations as a helpful leadership practice.

Join our weekly Newsletter email list and learn more about Capstone’s approach to improving and growing small healthcare organizations:  https://www.capstoneleadership.net/

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events

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In this episode, Sue engages in conversation with Matt Streeter, Chief Financial Officer for North Country Healthcare (NCH), and interim President/CEO of NCH affiliate Weeks Medical Center, to discuss the critical role of mission, vision, and values in cultural transformation within rural healthcare. They explore how these elements guide decision-making, inspire staff, and shape organizational culture. Matt shares his experiences in developing value-based behavior standards (including the “purple wall” story) and emphasizes the importance of employee engagement in this process. The conversation also highlights the significance of commitment to these standards and how they can be used as tools for leadership and accountability. The episode concludes with advice on personal values and the importance of taking action without striving for perfection.

• Engaging employees in the development of values and standards of behavior fosters ownership.
• The Purple Wall story illustrates creative approaches to value-based behavior standards development.
• To be useful and impactful, standards must be actionable and relatable.
• A show of commitment to the value-based behavior standards is crucial for cultural transformation.
• Recognizing and rewarding behaviors reinforces organizational values.
• Feedback should be omnidirectional to maintain supportive accountability.
• Personal values will guide individual behavior and leadership.
• Cultural transformation requires ongoing effort and adaptation.
• Don't strive for perfection; just start taking action.

Listen to Matt’s prior podcast episode - The Role of CFOs in Culture Change - https://www.buzzsprout.com/2315930/episodes/14533048

Join our weekly Newsletter email list and learn more about Capstone’s approach to improving and growing small healthcare organizations:  https://www.capstoneleadership.net/

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events

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In this Solo Byte episode of Culture Change RX, Sue Tetzlaff discusses the importance and impact of trust and confidence in an organization’s senior leadership. The episode explores the complexities of trust, its foundations, and how it can be built and maintained through consistent actions and relationships. Sue emphasizes that trust is essential for organizational growth and employee engagement, providing insights and strategies for leaders to foster a trusting environment.

• Trust is a complex, multi-dimensional concept.
• Improving trust can be challenging but is possible.
• Trust is a core human need.
• High trust organizations experience better collaboration.
• Trust in leadership is crucial for organizational success.
• Task trust and relationship trust are both important.
• Employee surveys can reveal trust levels in organizations.
• Trust can be built through consistent actions and systems.

Learn more about creating a trusting workplace culture in a prior episodes:
S1E9: A Trust Deficit Will Hamper Momentum and Undermine Progress
https://www.buzzsprout.com/2315930/14859538

S1E18: Trust Builds as We Deliver on Plans and Goals
https://www.buzzsprout.com/2315930/15193940 


https://www.capstoneleadership.net/
https://www.linkedin.com/in/suetetzlaff/

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

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In this episode, Capstone transformational coaches Sue Tetzlaff and Courtney Kloehn delve into the complexities of giving and receiving feedback, particularly in healthcare settings. They discuss the importance of authenticity, trust, and continuous improvement in feedback dynamics. The conversation emphasizes the need for leaders to provide constructive feedback to even their highest performers, to continue fostering a culture of growth and development. Techniques such as the start-stop-continue approach to asking employee rounding questions are highlighted as effective ways to solicit and act on feedback. The episode concludes with a reminder that feedback is a gift that should be embraced for personal and organizational growth.

• Feedback is essential for growth and development.
• Authenticity in feedback builds trust between leaders and team members.
• High performers desire feedback to elevate their performance.
• Feedback should be viewed as a gift, not criticism.
• Rounding can be an effective tool for gathering feedback while strengthening relationships.

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events

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In this Solo Byte episode of Culture Change RX, Sue Tetzlaff discusses the importance of feedback in healthcare organizations, emphasizing its role as a superpower that enhances individual and organizational performance. She outlines the necessity of creating a feedback culture where giving and receiving feedback is normalized and seen as an act of caring. Sue shares practical tips for effective feedback, including being specific, asking for permission, and maintaining a positive ratio of compliments to call-outs. The episode encourages leaders to model feedback behaviors and highlights the benefits of fostering an environment where feedback is embraced in all directions.

• Feedback helps individuals feel appreciated and accountable.
• Leaders should model feedback behaviors for their teams.
• Omnidirectional feedback is essential to high performing and achieving organizations.
• Normalizing feedback as caring improves organizational culture.
• Specificity in feedback enhances its effectiveness.
• Asking for permission to give feedback can ease the feedback process.
• Ending feedback with questions fosters dialogue.
• Aiming for three times more compliments than call-outs is beneficial.
• Soliciting feedback helps individuals improve their reception of it.

Learn more about creating a feedback culture in this blog, A Healthcare Organization’s 3-Point Pathway to Normalizing Feedback as an Act of Caring, found at: https://www.radicalcandor.com/blog/feedback-in-healthcare/

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

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In this second of a series of planned quarterly episodes on Culture Change RX, host Sue engages with Ben Davis, President and CEO of Glencoe Regional Health, to discuss the ongoing transformational initiatives within his organization. They explore the challenges and successes of implementing structured teams, the importance of data-driven decision-making, and the upcoming commitment event aimed at fostering a new organizational culture. The conversation highlights the significance of leadership development, employee engagement, and the long-term vision necessary for sustainable change in healthcare settings.

Episode Insights and Takeaways:

• Change is necessary, yet often a struggle for humans and organizations.
• The challenge of the day-to-day operational whirlwind is often at its peak at the start of an transformational initiative such as Glencoe’s Experience Initiative.
• It is through the initiative, that over time, the whirlwind will calm down.
• Start the efforts early to become more data-driven in improvement teams.
• An all employee commitment event marks the start of significant cultural shifts.
• Investing in a 2-day Leadership immersion fostered alignment and accountability.
• Goal setting should align with organizational strategies.
• Patience and perseverance are required in long term leadership and change initiatives.
• While the Experience Initiative is built on a highly collaborative approach, the CEO has a role to play in supporting change efforts and change agents.
• Transformational initiatives, in the end, are designed to benefit both employees and patients.

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events

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In this Solo Byte episode, Sue Tetzlaff discusses the impact of failure on future progress and workplace culture in the workplace in the context of organizations striving to achieve big goals. She explores the idea of “intelligent failure,” as coined by Amy Edmondson, where undesired results occur in new territory. Sue emphasizes the importance of appreciating the gain of what has been achieved and/or progress has been made even when falling short. As well, encouragement to gain the lessons when analyzing the gap between desired and actual outcomes. She highlights the negative consequences of a fear of failure, such as setting soft goals and avoiding discussions about failures. Sue encourages organizations to create a culture that embraces failure as a learning opportunity and fosters constructive conversations.

• Failure is a natural part of striving to achieve big goals in organizations.
• Intelligent failure refers to undesired results in new territory.
• It is important to appreciate the gain from where you started to where you progressed, even when you fall short of the desired results.
• Get curious about uncovering the lessons when there is a gap between desired and actual outcomes.
• A fear of failure can lead to setting soft goals and avoiding discussions about failures.
• Creating a culture that embraces failure as a learning opportunity is crucial for fostering continuous growth and improvement.

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events

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In this Solo Byte episode, Sue Tetzlaff discusses a communication tactic, “managing up,” that has a positive impact on both the employee experience and patient experience. Managing up is a communication tactic where your introduction positions others or other organizations, people, or services in a positive light to increase confidence, trust, and put others at ease. She emphasizes the importance of “managing yourself up” when introducing yourself. Managing up can be used in various healthcare settings, such as shift handoffs and patient transfers. It is a valuable tool for both clinicians and non-clinicians.

• Managing up is a communication tactic where you position others or other organizations, people, or services in a positive light to increase confidence, trust, and put others at ease.
• Introducing oneself and others is important to build and transfer confidence and trust across healthcare settings.
• Managing up can be used in various healthcare situations, such as shift handoffs and patient transfers.
• It is a valuable tool for both clinicians and non-clinicians in healthcare organizations that can improve the employee experience and patient experience.

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

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In this Culture Byte episode, Sue Tetzlaff discusses how to utilize teams as a way to foster employee engagement. She emphasizes the importance of creating teams with a compelling purpose and empowering them to fulfill that purpose. Sue also highlights the benefits of utilizing a team structure in organizations, where teams are aligned with strategic priorities and work on organization-wide improvements. Additionally, she suggests repurposing staff meetings as improvement meetings to actively engage employees in the improvement process.

• Creating teams with a compelling purpose and empowering them can foster employee engagement.
• Utilizing a well designed team structure in organizations can lead to organization-wide improvements aligned with key strategic priorities.
• The model of using a 12 Week Team, or a series of them, can provide an added boost of engaged efforts toward priority goals or improvements.
• From Routine to Revolutionary: Redefining staff meetings as improvement meetings can actively engage employees in improvement and growth initiatives.

Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at:  CapstoneLeadership.net/Contact-Us

Learn more - and register - for an upcoming Capstone Leadership Summit:  CapstoneLeadership.net/Upcoming-Events