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How (and Why) to Make Continuous Improvement Part of Your Culture

Quint Studer
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Part two of a two-part series on innovation Innovation often comes from outside an organization. Why? “Outsiders” have fresh eyes and are not undoing something from the inside. As discussed last week, people are comfortable with things staying the same (assuming what is taking place works to a degree). In a session on change, the presenter asked us to cross our arms. We did this easily. For me, it is my left arm over my right. We…
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Natasha Lee | The Healthcare Plus Podcast

Day One and Beyond: Helping Remote Hires Feel They Belong…From the Beginning.

Healthcare Plus Solutions Group
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Belonging is a powerful force. When employees feel it, the whole organization thrives. Teams are stronger and more productive. People are more receptive to be coached. High performers become “ambassadors” who bring in other high performers. It makes sense to create belonging right away, which is why it’s a central tenet of our Emotional Onboarding™ system. But what if you’re hiring remote employees? How do you create belonging then? In a recent podcast with Dan Collard, Natasha Lee, the…
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The Best Leaders Are “Unsettlers.” (Moving People Past Pushback.)

Quint Studer
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Part one of a two-part series on innovation. March 20th was the first day of Spring. I find people are psychologically motivated this time of year to take a fresh look at how we do things and make positive changes. That’s why this felt like the perfect time for a two-part series on innovation. “The six most expensive words in business are: ‘We’ve always done it that way.’” Abby Spence, the CEO/Administrator for Signature HealthCARE of…
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Six Powerful Tactics That Elevate Patient Experience

Healthcare Plus Solutions Group
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Patient experience has changed tremendously over the years. Early in Quint Studer’s career, some 80 percent of C-suite people were unaware of their results in this area. Today, in part due to Quint’s work in the field—he connected patient care to the concept of customer service, and has been credited with putting patient experience “on the map”—it is now a vital part of healthcare. Even so, with budget reductions, restructuring, and other challenges, many organizations…
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The “Trust Trilogy”: Three Employee Engagement Survey Questions That Help Measure Trust

The “Trust Trilogy”: Three Employee Engagement Survey Questions That Help Measure Trust

Quint Studer
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The Human Margin: Building the Foundations of Trust is a book written by Katherine A. Meese, PhD, and me. Why did we author this book? The research studied by Dr. Meese shows the significant impact trust has on organizational performance. When trust is high, there is better employee retention. Better employee retention leads to better results across the board. As Dr. Meese and I have presented on this topic, it is gratifying to show organizations that…
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Dr. Katherine Meese | The Healthcare Plus Podcast

Great Job Descriptions Set the Right Expectations from (Before) Day One.

Healthcare Plus Solutions Group
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We all know finding and keeping great employees is one of the top priorities in healthcare. What we may not realize is the process starts the first time a candidate interacts with our organization: the minute they read the job description. That said, how much time and thought do you put into yours? Many organizations just use a template. They see the job description purpose as conveying the position’s main responsibilities, expectations, and qualifications. They figure We can…
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NEWS:  Healthcare Luminary Quint Studer Honored With 2025 Baldrige Foundation Leadership Award

Healthcare Plus Solutions Group
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For Immediate Release For more information, please contact Dottie DeHart, DeHart & Company Public Relations, at (828) 234-7483 or Dottie@dehartandcompany.com. Healthcare Luminary Quint Studer Honored With 2025 Baldrige Foundation Leadership Award Pensacola, FL (March 2025)—Quint Studer, co-founder of Pensacola’s Healthcare Plus Solutions Group® (HPSG), has been named one of the 2025 recipients of the Baldrige Foundation Leadership Excellence Awards. The award, given by the Foundation for the Malcolm Baldrige National Quality Award, Inc., recognizes leaders who embody Baldrige leadership…
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In Mature Workplaces, People Carry Their Own Messages

Quint Studer
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What we permit, we promote. I learned this phrase from speaker and author Liz Jazwiec. If new ideas and challenges are permitted and celebrated, more of each will take place. On the less positive side, permitting can reinforce actions that are not good. For example: A person regularly shows up late, and nothing happens…a leader repeatedly misses goals, and nothing happens…a person gossips, and nothing happens. The results are lateness, missed goals, and increased gossip. This…
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The Sooner We Measure What May Be Wrong, the Sooner We Can Make It Right

Quint Studer
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“We need to eat our own cooking.” This is a statement that resonates with me. I write and speak about customer service, employee engagement, creating cultures of high performance, and building foundations of trust. I feel it’s important to practice what I advise others to do. This includes measuring how we’re doing in these areas. When I was at Holy Cross Hospital in Chicago, we became well known for having excellent patient experience. I spoke at…
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Two Tactics to Improve the Timing and Accuracy of Your Messages

Two Tactics to Improve the Timing and Accuracy of Your Messages

Quint Studer
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Why does a good decision or action end up not going well? Was it the decision itself or how the action was taken…or was it a communication issue? My experience is that leaders put a lot of time into making thoughtful decisions. The “miss” occurs due to how things are communicated during the rollout. Micromanagement can get a bad rap. Yes, there are certain actions in which it makes sense: making sure a recipe is correct,…
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