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Embark on a journey to the heart of healthcare, where we dissect the driving force behind every thriving organization: its culture. Drawing on her executive background and extensive work as a strategic coach, Capstone’s co-founder Sue Tetzlaff and guests will share actionable insights and practical steps for successfully navigating the people side of the business of healthcare. Join weekly to be equipped and inspired to uplevel the culture and unlock the next level of potential in your healthcare organization.
62 Episodes
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Send us a Message In this solo episode of Culture Change RX, Sue Tetzlaff discusses the critical role of behaviors in workplace culture, particularly within healthcare organizations. She shares insights from her experiences facilitating discussions on creating a 'utopia' in healthcare, emphasizing that behavior change is essential yet challenging. The episode outlines the importance of establishing clear behavior standards and offers practical strategies for maintaining these standards within...
Send us a Message In this episode of Culture Change RX, Sue and Julie Coneset discuss effective strategies for ongoing leadership development in healthcare organizations. Julie shares her extensive experience in creating impactful training programs, emphasizing the importance of mandatory attendance, setting clear expectations, and fostering engagement through relevant and interactive learning experiences. They explore the significance of feedback, creativity in logistics, and the role of int...
Send us a Message In this episode of Culture Change RX, I discuss the concept of high reliability in healthcare, emphasizing the importance of setting ambitious goals. The conversation delves into the challenges of goal setting, the significance of a growth mindset, and the systems necessary for fostering high reliability organizations. I highlight the upcoming Healthcare Executive Forum, where healthcare leaders will explore strategies for achieving high reliability and continuous improvemen...
Send us a Message In this episode, Sue and Tami Chambers discuss the transformative journey of leadership development at Grant Regional Health Center. Tami shares her experiences as a first time senior leader and the impact of the two-day leadership immersion program facilitated by Capstone Leadership Solutions. They explore the importance of structured leadership practices and continuous learning. Tami emphasizes the significance of the nine core leadership practices that make up the “leader...
Send us a Message In this solo episode of Culture Change RX, I discuss the critical concept of psychological safety within healthcare organizations so that employees feel safe to voice their concerns and ideas and freely provide feedback and input. This episode prompts leaders to consider: Are your employees hiding behind anonymity? If so, this episode outlines practical tactics for leaders to foster psychological safety, including embracing both anonymous and identified feedback, respo...
Send us a Message In this episode, Sue and Courtney discuss the importance of team learning and networking at events like Capstone’s annual Healthcare Executive Forum. They explore how attending such events can lead to actionable takeaways, enhance camaraderie among executives, and provide valuable networking opportunities. The conversation emphasizes the need for simplifying complex topics for practical application, especially in small and rural healthcare organizations. Courtney shares her ...
Send us a Message In this episode, Sue and Amy Yaeger, Director of Strategic Marketing and Business Development at Astera Health, discuss the importance of connecting brand promises to employee experiences across the employee lifecycle. They explore various strategies for onboarding, employee engagement, and communication, emphasizing the need for transparency and celebration of achievements. Amy shares insights on rebranding efforts and the significance of maintaining excitement and engageme...
Send us a Message Want to improve your organization? Effective communication, training, campaigning, and meetings can help. Great organizations define and implement effective communication strategies.Clarity around key terms enhances communication efforts.Training is distinct from communication and focuses on skill development.Campaigns support ongoing learning and engagement.Meetings should prioritize goals and projects over communication.Regular communication reduces stress and misinformati...
Send us a Message In this episode, Carol Breen, founder and principal of Sedona Partners, a human resources and rewards consulting firm, and show host, Sue Tetzlaff, discuss the concept of “Total Rewards” in the workplace. They explore the framework of Total Rewards, which includes compensation, benefits, learning and development, and organizational culture. The conversation highlights the significance of understanding your organization’s rewards systems and emphasizes the efforts to continua...
Send us a Message In this solo episode of Culture Change RX, I discuss the transformative work of Capstone Leadership Solutions in small and rural healthcare organizations. I highlight the significant improvements in employee and patient experiences achieved through a structured approach that focuses on leadership development, employee involvement and engagement, and foundational solutions. The conversation emphasizes the importance of a strong organizational core built on the strategic pilla...
Send us a Message In this episode, Greg Opseth, a former Chief Nursing Officer and now Chief Operating Officer in rural Iowa, shares his insights on the importance of authentic leadership in healthcare, particularly in rural hospitals. Greg shares his experiences and emphasizes the need for a safe and enjoyable work environment. They explore strategic planning, employee involvement, and the unique culture of night shift workers. Greg also highlights the significance of co...
Send us a Message In this solo episode of Culture Change RX, Sue Tetzlaff discusses the importance of promoting well-being within healthcare organizations. She emphasizes the need for leadership models that incorporate well-being as a core commitment and introduces the concept of resilience rituals—self-care routines that help individuals maintain their health and energy. Sue outlines practical strategies for creating effective rituals and routines, both individually and as groups, to enhance...
Send us a Message In this third installment of our quarterly series, I catch up with Ben Davis, President and CEO of Glencoe Regional Health, to check in on The Experience Initiative—a transformative effort aimed at improving patient access and elevating experiences for patients, residents, and employees. Ben shares how employee-driven teams are driving engagement, the challenges of managing change, and the essential role structured communication plays in keeping teams aligned. We also discus...
Send us a Message In this episode of Culture Change RX, Sue Tetzlaff discusses the importance of shaping up weekly executive team meetings to enhance collaboration, decision-making, and organizational progress. Drawing from over 30 years of healthcare executive experience, she emphasizes the need for a clear purpose, strategic agenda, and continuous improvement in meeting effectiveness. The episode also highlights resources available for executives to optimize their meetings and drive impactf...
Send us a Message In this episode of Culture Change RX, Sue Tetzlaff and Rob Lion discuss the significance of one-on-one conversations in fostering a positive workplace culture. They explore how these interactions can enhance relationships, provide valuable feedback, and ultimately improve individual and organizational performance. Rob shares his insights on best practices for conducting effective one-on-ones, emphasizing the importance of preparation, intentionality, and creating a safe spac...
Send us a Message Episode Insights and Takeaways: Empathetic leadership is essential for employee engagement.Recognition can energize staff and improve morale.The person you report to significantly affects your work experience.Listening to employees is vital for organizational success.Building connections with staff enhances teamwork.Thank you notes can change lives and improve relationships.Summary: In this episode of Culture Change RX, Sue and Jean Scallon discuss the critical role of attit...
Send us a Message In this episode of Culture Change RX, Sue Tetzlaff discusses the importance of continuous quality improvement (CQI) in leadership, drawing from her extensive experience in healthcare leadership and improvement. She outlines three tiers of leadership improvement focus: individual leaders, senior leadership teams, and the entire leadership team. Sue emphasizes the need for systematic processes and models to strengthen leadership effectiveness and the impact of leadership on or...
Send us a Message In this episode, Shelby Guevara, a Chief Nursing Officer in rural Iowa, shares her insights on leadership in healthcare, particularly in rural hospital settings. She discusses the importance of building trust and empathy among leaders, engaging frontline staff in decision-making, and the significance of understanding one's purpose in leadership. Shelby emphasizes the value of promoting from within and creating a supportive environment for leaders to grow and develop. The con...
Send us a Message In this Solo Byte episode of Culture Change RX, Sue Tetzlaff provides a behind-the-scenes look at the activities and timeline of organization-wide transformations. In particular, Sue discusses the approach of Capstone Leadership Solutions in transforming organizational culture within healthcare settings, all targeted on long term and continuous improvement and growth. She outlines the importance of leadership development, employee engagement, and a phased approach to impleme...
Send us a Message In this episode of Culture Change RX, host Sue Tetzlaff speaks with Jason Douglas, founding partner at Frontier Strategy Partners, about his extensive experience in rural healthcare. They discuss the importance of culture in healthcare organizations, the implementation of lean management practices, and the development of a True North strategy that focuses on people, process, and planning. Jason shares insights on how to engage staff, improve patient experiences, and the crit...
Send us a Message In this Solo Byte episode of Culture Change RX, Sue Tetzlaff overviews the what, why, and how of a tactic for breaking down silos and building collaboration between departments in a healthcare organization. Sue explores the negative impacts of departmental silos on efficiency and patient care, and emphasizes the need for collaboration across departments. Sue introduces interdepartmental rounding as a practical strategy to enhance collaboration, improve relationships, and gat...
Send us a Message In this episode of Culture Change RX, Sue Tetzlaff and Capstone Coach Kevin Stranberg discuss the importance of employee-driven teams in enhancing patient experience in healthcare. They explore how data can be tied to patient experiences, the role of leadership in fostering a positive work environment, and the significance of communication and teamwork. The conversation emphasizes the need for synergy between employee engagement and patient experience, highlighting real pati...
Send us a Message In this episode, Sue engages in conversation with another member of Capstone’s coaching team, Julie Coneset. They discuss the intricacies of performance appraisals and the importance of transforming them from mere tasks into meaningful leadership practices. They explore the significance of preparation and planning, creating valuable conversations, understanding employee goals, and the role of self-evaluations. The conversation also addresses the pitfalls of overrating employ...
Send us a Message In this episode, Sue engages in conversation with Matt Streeter, Chief Financial Officer for North Country Healthcare (NCH), and interim President/CEO of NCH affiliate Weeks Medical Center, to discuss the critical role of mission, vision, and values in cultural transformation within rural healthcare. They explore how these elements guide decision-making, inspire staff, and shape organizational culture. Matt shares his experiences in developing value-based behavior standards ...
Send us a Message In this Solo Byte episode of Culture Change RX, Sue Tetzlaff discusses the importance and impact of trust and confidence in an organization’s senior leadership. The episode explores the complexities of trust, its foundations, and how it can be built and maintained through consistent actions and relationships. Sue emphasizes that trust is essential for organizational growth and employee engagement, providing insights and strategies for leaders to foster a trusting environment...
Send us a Message In this episode, Capstone transformational coaches Sue Tetzlaff and Courtney Kloehn delve into the complexities of giving and receiving feedback, particularly in healthcare settings. They discuss the importance of authenticity, trust, and continuous improvement in feedback dynamics. The conversation emphasizes the need for leaders to provide constructive feedback to even their highest performers, to continue fostering a culture of growth and development. Techniques such as t...
Send us a Message In this Solo Byte episode of Culture Change RX, Sue Tetzlaff discusses the importance of feedback in healthcare organizations, emphasizing its role as a superpower that enhances individual and organizational performance. She outlines the necessity of creating a feedback culture where giving and receiving feedback is normalized and seen as an act of caring. Sue shares practical tips for effective feedback, including being specific, asking for permission, and maintaining a pos...
Send us a Message In this second of a series of planned quarterly episodes on Culture Change RX, host Sue engages with Ben Davis, President and CEO of Glencoe Regional Health, to discuss the ongoing transformational initiatives within his organization. They explore the challenges and successes of implementing structured teams, the importance of data-driven decision-making, and the upcoming commitment event aimed at fostering a new organizational culture. The conversation highlights the signif...
Send us a Message In this Solo Byte episode, Sue Tetzlaff discusses the impact of failure on future progress and workplace culture in the workplace in the context of organizations striving to achieve big goals. She explores the idea of “intelligent failure,” as coined by Amy Edmondson, where undesired results occur in new territory. Sue emphasizes the importance of appreciating the gain of what has been achieved and/or progress has been made even when falling short. As well, encouragement to ...
Send us a Message In this Solo Byte episode, Sue Tetzlaff discusses a communication tactic, “managing up,” that has a positive impact on both the employee experience and patient experience. Managing up is a communication tactic where your introduction positions others or other organizations, people, or services in a positive light to increase confidence, trust, and put others at ease. She emphasizes the importance of “managing yourself up” when introducing yourself. Managing up can be used in...
Send us a Message In this Culture Byte episode, Sue Tetzlaff discusses how to utilize teams as a way to foster employee engagement. She emphasizes the importance of creating teams with a compelling purpose and empowering them to fulfill that purpose. Sue also highlights the benefits of utilizing a team structure in organizations, where teams are aligned with strategic priorities and work on organization-wide improvements. Additionally, she suggests repurposing staff meetings as improvement me...
Send us a Message In this episode, Sue Tetzlaff discusses the impact of positivity and negativity in the workplace. She explains that negativity is natural and ingrained in our brains as a way to protect us, but it can be problematic in relationships, teams, and workplace cultures. Sue emphasizes the need to balance negativity with intentional acts of positivity and offers up easy- and quick-to-implement tactics that have been shown to increase the experience of positivity in the workplace. N...
Send us a Message In this Culture Byte solo episode, Sue discusses the all-to-common phenomenon described as “flavor-of-the-month” which are, in essence, failed change initiatives. She acknowledges that humans are resistant to change, even when they recognize the benefits. Sue explains the concept of diffusion and the need for a majority of employees to adopt the new way before it has staying power. She emphasizes the simplicity, yet importance, of ongoing reminders and recognition to support...
Send us a Message In this episode, Sue and Jeff Standridge, an expert in organizational behavior and leadership, engage in discussion about the key aspects of a strong culture. Standridge outlines six elements of a culture of excellence: strong leadership, clarity and focus, engaged and committed teammates, empowering communication, 100% accountability, and organizational agility. He shares examples of organizations that have successfully implemented these elements and seen significant improv...
Send us a Message In this Culture Byte solo episode, Sue discusses the concept of the leadership bundle and its importance in the organization's future success. She explains that leadership is about activities that make something better for the future and recommends defining and practicing a bundle of core leadership tactics. Sue emphasizes the need for leaders to focus on proactive, positive, and results-oriented practices rather than getting caught up solely in supervisory or management tas...
Send us a Message In this episode, Sue and Julia Green discuss Access Community Health Center’s successful efforts to retain, develop, and recruit medical support staff. Julia discusses the adoptions of the TeamSTEPPS framework for improving communication and teamwork. They also talk about the importance of behavioral-based interviewing, onboarding, and career pathways in retaining and developing staff. Julia shares the positive impact these strategies have had on their organization, includin...
Send us a Message In this Culture Byte solo episode, Sue discusses the importance of hallway hospitality as one of the recommended 12 positive communication standards to be adopted by healthcare organizations. Hallway hospitality is the simple act of saying hi in the hallway and creating a friendly and caring atmosphere. Sue emphasizes the impact of consistent greetings and acknowledgments in creating a positive impression and improving the overall culture of the organization. She provides st...
Send us a Message In this episode, Sue converses with Julie Coneset, a Capstone Transformational Coach on the topic of organization-wide employee development efforts. Julie shares her experience of leading the employee training team at a community hospital and the importance of employee involvement in orchestrating these training initiatives. They discuss the benefits of having a diverse team and the impact of training topics aligned with key strategic priorities, including the wellbeing of t...
Send us a Message In this Culture Byte solo episode, Sue discusses the concept of silos within organizations. Silos are groups within an organization that are focused inward and loyal to their own rather than the organization as a whole. Silos can exist between different departments or divisions, hierarchical levels, generations, geographical locations, and/or categorical roles. Silos hinder collaboration, efficiency, and workflow, and can create a perception of disorganization to patients. S...
Send us a Message In this episode, Sue interviews Michelle Franklin, the CEO of Sullivan County Community Hospital, about their journey to developing leaders in their organization. Michelle shares how they started their leadership development efforts in earnest after experiencing disappointing employee engagement survey results. They implemented leader training which focused on core leadership practices such as improving communication, one-on-one employee rounding, and interdepartmental colla...
Send us a Message Jane McLeod, co-founder of Capstone, shares five of her top 10 “leadership life hacks” borne out of her 40+ year career. An organization becomes unstoppable when front-line leaders join together on one team as a cohesive unit that works together to achieve common goals.Beyond all the projects and management tasks, continually building strong relationships is essential for effective leadership.Growth happens when we reflect on and own up to mistakes and then apologize when ...
Send us a Message In this Culture Byte solo episode, Sue discusses the to-dos and not-to-dos for creating a learning culture in healthcare organizations, specifically focusing on leadership development. She emphasizes the need for internal ownership of the learning system and the involvement of a steering team to develop and onboard leaders. Sue also highlights the importance of continuous learning and the role of anchor events and the designation and development of internal experts in the pr...
Send us a Message In this episode, Sue Tetzlaff interviews Ben Davis, President and CEO at Glencoe Regional Health (GRH), about their newly launched Experience Initiative. Ben plans to be a quarterly guest on the podcast to chronicle the approach, progress, successes, and challenges of this initiative. During this first episode, Sue and Ben the early months of the partnership between Capstone and GRH centered around continually improving the employee experience, patient experience, and patien...
Send us a Message In this Culture Byte solo episode, Sue discusses the importance of trust between executives and employees in the workplace. She emphasizes the need for both task trust and relationship trust and highlights the impact of individual executive behavior on the perception of the entire team and organization. She explains how defining and delivering on plans and goals can build trust and maximize momentum in an organization. This episode highlights actual data from a hospital that...
Send us a Message Sue welcomes back Courtney Kloehn, an experienced healthcare executive and Capstone coach, to the podcast. In this episode, Sue and Courtney introduce the 5P model of time, priority and energy management, which includes prioritizing, planning, performing, pausing, and pivoting. They emphasize the need to be thoughtful in how time is used and to focus on high-priority tasks. They also discuss the importance of starting and ending meetings on time, managing email effectively, ...
Send us a Message 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 th...
Send us a Message In this solo Culture Byte episode, Sue shares a story about how setting goals helped a department change its culture and behaviors. The department focused on reducing absenteeism and created a social contract to achieve this goal. They recognized and rewarded employees with perfect attendance, tracked attendance on a graph, and even created a challenge for a whole pay period of perfect attendance. As a result, absenteeism decreased, patient satisfaction with cleanliness incr...
Send us a Message In this episode, Sue and Kevin discuss the connection between setting and achieving goals and organizational culture. They emphasize the importance of goal setting in driving culture change and employee engagement. Kevin shares his experience with implementing a goal cycle at Tamarack Health and how it has transformed the organization. They also discuss the role of accountability and ownership in the goal-setting process and the impact of goals on patient care. Overall, they...
Send us a Message In this episode, Sue welcomes Capstone’s Co-Founder Jane McLeod, to discuss the importance of teamwork and how it can maximize momentum in an organization. Jane shares examples of fostering teamwork, such as COO Brian Rauzi's Team 90th and highlights the key elements of effective teamwork: belief, connection, and consistency. They emphasize the need for leaders to inspire belief in the team's goals, foster a sense of connectedness among team members, and consistently align t...
Send us a Message In this episode, Sue discusses the communication challenges faced by leaders and employees in organizations. She highlights the problem of communication not being received by the intended recipients, leading to frustration and confusion. Sue introduces the concept of 'splatter' as a common mistake made by leaders, where they try to communicate important information through multiple channels, resulting in a moving target and information overload. She emphasizes the need for a...
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