Critical Conversations in Healthcare

Critical Conversations provides direction and solutions for deficits in healthcare that exist in verbal and non-verbal communication as well as scripting tool kits that can be applied in various situations and health care settings between nurses and colleagues and nurses and patients. Each chapter features do's and don'ts, reflective questions, and practical tools. Whether you are a new nurse at the bedside or the CNO of a major healthcare facility, this book will help you deal with gossip, harassment, and other tough topics; improve your ability to address workloads, management styles, and other tricky subjects with your managers; work with frustrated families, angry physicians, and disrespectful colleagues; overcome conversation traps that make you feel like you aren't getting your point across; improve the patient experience and effectively communicate with families.

Articles of Interest

Angry Patients and Families

8 Effective Ways to Handle Angry Patients and Families

Being sick, experiencing pain, or waiting for a test or procedure can lead to angry patients and families.  Many nurses and healthcare teams struggle with how to effectively handle angry patients and families.  This can lead to ineffective communication, a disruptive workplace and safety issues. Here are 8 effective ways to handle angry patients and…

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The Role of Emotional Intelligence in Patient Experience Improvement Strategies

During a large corporate meeting, a Patient Experience (PX) leader dropped his head as he presented the downward trend of patient experiences scores in the quietness of the hospital environment domain.  He felt embarrassed and frustrated because the scores did not justify the cost of a pricey quietness tracker.  He also spent an exhaustive amount…

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leader rounding

Leader rounding on patients: What leaders should ‘know’ before they ‘go’

Last month, I wrote an article on 7 reasons why you should stop leader rounding on patients.  Although there is a vast amount of studies and evidenced based articles citing the benefits of leader rounding on patients, I wanted to bring awareness to the importance of training and educating leaders on how to conduct a…

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leader rounding on patients

Leader rounding on patients: 7 reasons to STOP

In the healthcare sector, leader rounding on patients is considered to be a patient experience best practice initiative. Studies support this is one of the most effective ways to improve HCAHPS scores.  Leader rounding on patients embeds a patient-centered culture across the organization, increases employee morale, advances patient safety outcomes, and increases productivity and financial…

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The 3 Mindsets and Why They Matter to Your Employees

We are told as children, “you can do anything you put your mind to.” Is this statement true? The truth behind the mindset of an individual is interesting. This article will discuss the three types of mindsets, steps to evaluating your own mindset, and how to change your employees’ mindsets. Mindset – What is it?…

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Happy People Stay Happy

How Happy People Stay Happy – 4 Tips You Can Try Today!

Studies show being happy  is more important to people than personal wins, like money or the meaning of life. Part of being happy is how you feel, the rest is how you show expectations and accepting what you cannot change. Happiness is a feeling of showing pleasure or contentment. The questions arise, how can you…

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stress at work

Stress – The Silent Killer – Here’s How to Reduce Stress at Work

Stress is the silent killer of many people in the workforce. Research shows that stressful jobs decrease life expectancy. Physical signs of stress that people experience, like upset stomach and headaches, create an unhealthy way of living. We need to reduce stress. So, how do you reduce stress? You can’t. Stress will come and go…

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Self-Care for the Healthcare Provider ( + 6 tips to Start your Self-Care Plan!)

Self-care is often neglected by healthcare providers because they go into the field medicine to care for others.  Not only do they provide care to their patients, but many go home to busy households and fulfill various roles such as a parent, spouse, sibling or friend. This can take a toll on an individual and…

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Employee Engagement Drives The Patient Experience

Employee Engagement Drives The Patient Experience – How To Set Up Your Organization For Success

Did you know that only 29% of the workforce is engaged in their work? That is an alarming statistic because employee engagement is shown to have a strong positive correlation with patient experience in healthcare. The answer to this problem starts at the top of the leadership ladder and fizzles down. True Staff Engagement True…

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4 Must-Have Qualities That Engaged Teams Display In Healthcare

4 Must-Have Qualities That Engaged Teams Display In Healthcare

Have you ever noticed that some teams are engaged, work incredibly well together, whereas others struggle? Putting a group of people together and telling them to become an amazing, engaged team isn’t an overnight success. Many times we notice some people working harder than others. Sixty percent of employees report that work causes significant amounts…

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