Adrian Gostick on Creating Engaging Teams
Small changes can make big results.
February 4, 2011
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When Medical City Dallas Hospital wanted to increase its patient satisfaction scores, it didn’t just rewrite another long mission statement or come up with a new set of rules. It said It wanted “to create raving fans out of our patients and families.” The phrase “raving fans” got the employees’ minds engaged, and they started to think about their jobs in a whole new light: every time they had patient interaction they had to think, will this make a “raving fan"? Their satisfaction scores went up as a result. That is just one of the stories about teamwork and engagement that Adrian Gostick has to share about tiny tweaks that shift the mindset of employees to create big changes.