The Service Culture Journey

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In this episode, Sue welcomes Teresa Feidt, a healthcare executive and Capstone coach, about patient experience and service cultures in healthcare. They discuss the importance of creating a positive service culture in healthcare organizations and share examples of exceptional service experiences. Teresa emphasizes the need for employee-driven teams, behavioral standards, and accountability in improving patient experience. They also discuss the role of service recovery and the importance of building relationships and trust within the organization. Overall, the conversation highlights the connection between employee experience and patient experience in creating a culture of excellence in healthcare.

Episode Insights and Takeaways

• Employee-driven teams, behavioral standards, and accountability are key elements in building a service culture.
• Service recovery plays a vital role in addressing and resolving issues when things go wrong.
• Building relationships and trust within the organization is essential for improving both employee and patient experience.
• Recognizing and appreciating employees for their efforts and providing continuous feedback are important in maintaining a positive service culture.
• Listening to patients and going above and beyond to meet their needs can create exceptional service experiences.

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

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.

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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.