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Cultural change is difficult but it is possible with the right level of employee engagement and empowerment. it also needs to start at top (lead by example) and spread through your organization.

On May 9, 2018, Loyman commented on Patient Experience :

operational efficiency, staff acceptance and patient experience should go hand to hand. the key is to find a balance between patient and employee engagement to reach the desired level of operational efficiency. When employees are engaged, patient satisfaction improves.

The concept of “urgent care clinics” near the locations where most of your patients come from, should help reduce the flow in your ED. The next step is to develop clear guidelines and to enforce them.

Great assignment. Below are my thoughts.

1. set a purpose (make it clear so everyone understands this is not an easy task and you cannot do it alone)
2. build your team (do you have every employee on the right seat?)
3. Establish short and long term goals

On May 6, 2018, Loyman commented on Hiring for skills or organizational fit? :

behavioral failures should be addressed timely to avoid long term problems. Perhaps having the crucial conversation with the rich people corrects the problem.

technical skills are crucial; however, depending on the job leadership skills and the right fit for the organization may be more important.