A recent blog by the Founder of Studer Group, Quint Studer, questioned if it really is a “soft skill,” then why is it so hard? based on his work with hundreds of healthcare organizations over the years. Studer states:
It has not been unusual to hear senior leaders characterize the ability to maximize employee engagement and patient perception of care (satisfaction) as a “soft skill.” We’ve also found that most of the time these comments come from leaders of organizations that are not achieving the results in the people areas that they would like to achieve.
In healthcare these “people areas” include employee engagement, support services, and patient satisfaction; in education we substitute parent (and student) satisfaction for patient satisfaction. Studer connects the skills in the people area to an organization’s financial performance (see Harvard Business Review), patient safety (see UAB), and improved clinical care (see Results…
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