Flourishing in the Face of Change
In our last issue, we started to take a deeper look at what organizations are able to achieve as they focus more fully on the experience of their customers. This month, we reinforce that idea with real-world organizational experiences and perspectives. We also recognize that as the world continues to change around us, we need to sharpen our skills to prosper, not wither in the face of these changes. Our book review focuses on a wonderful, hands-on resource, Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change. It’s a great read that can help you get off on the right foot in 2010. | |
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| Client Spotlight |  | Issue Resolution at Miami Valley Hospital: Having a System Can Really Work!
In the fall of 2006, Miami Valley Hospital (MVH) in Dayton, Ohio, was faced with declining physician satisfaction scores, as measured by their Press Ganey surveys. Despite the organization’s seeming best efforts, the scores that matter most to satisfaction (relationship, communication and trust with administration) seemed to be flat or declining, much to the frustration of all.
Therefore, MVH set a goal for 2007 to make a real and significant impact upon these scores and began to explore what was causing this dissatisfaction. Not surprisingly, they discovered that one of the key drivers of physician dissatisfaction—and hence the lack of relationship—was the absence of a resolution process to address and resolve issues.
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| | The Three-legged Stool of the Customer Experience in Radiology: Growth, Retention and Service |  | | In healthcare settings across the country, sales is becoming an accepted strategy for new business development and customer retention. But don’t even begin to think the team member selling radiology services is similar to the pharmaceutical representative who delivers pill packs on a regular basis but rarely has a meaningful conversation. Instead, the successful radiology and outpatient sales person focuses on building a relationship and delivering an experience. He is more visible, knowledgeable and accessible as a result of more frequent visits, deeper conversations and enhanced discussions about the outcomes the imaging technologies can produce.
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| Book Review
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Corporate Health Group’s Insights from Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change
“…disorder can be a source of order…growth is found in disequilibrium, not in balance. The things we fear most in organizations---fluctuations, disturbances, imbalances---need not be signs of an impending disorder that will destroy us. Instead, fluctuations are the primary source of creativity.” Leadership and the New Sciences, Meg Whitley, 1994
In their book, Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change (New Harbinger Publications, 2006), Keith Bailey and Karen Leland provide guidance regarding the life skills needed to be the one to emerge successfully and more effective. It’s the practical application of these necessary skills that caused us to select this book for our review.
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| As we look back on 2009 and count our blessings, we consider you—our clients and friends—to be among the greatest of those. And, while change and uncertainty are a key part of the world today, we feel optimistic because of you. Our deepest thanks as we all look forward to 2010 with great anticipation! |
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Looking Forward to Our Next Issue:
- We’ll be back in February to offer more tips and techniques to use in your organization in 2010!
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Share your feedback with us. What do you want to know more about? What are some of the issues you're facing? Your comments will help us zone in on the physician topics of interest to you as we prepare our next issue. |
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