Culture Change RX
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.
Episodes
In this episode of Culture Change RX, Sue Tetzlaff explores the nine essential 'ITs' of customer service excellence in healthcare. She emphasizes that building a multi-faceted systematic approach, rather than just providing training, is key to achieving sustainable service quality and patient satisfaction.
Quotes from the episode:
- “Exceptional service is not created by training alone — it is creat...
In this episode of Culture Change RX, Sue Tetzlaff sits down with healthcare security expert Tony York to explore the evolving role of safety and security in healthcare environments.
Tony shares insights from more than three decades in healthcare security, discussing how the challenges facing hospitals today are very different from those of the past. From workplace violence and behavioral health challenges to evolvi...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, engages in conversation with Chris Benson from Juniper Advisory about the complexities of healthcare partnerships, particularly in the context of mergers and acquisitions. They discuss the cultural implications of these partnerships, the current trends in hospital consolidations, and navigating the decision-making proces...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses how healthcare leaders can transform their leadership approach to reduce their stress, frustration, and dissatisfaction, improve their results, and even feel re-energized for this meaningful work. She emphasizes that there is a disconnect between leadership effort and results which is the likely source of leade...
In this episode of Culture Change RX, Sue Tetzlaff and Ben Davis discuss the transformative journey, “The Experience Initiative,” of Glencoe Regional Health. They explore the importance of leadership development, establishing a goal cycle, empowering employee-driven teams, and navigating change in a healthcare organization. The conversation emphasizes the need for proactive leadership and the significance of self-c...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses the critical importance of workforce well-being in healthcare organizations, particularly in the context of change management. She highlights the phenomenon of change fatigue, which arises from poorly led changes that inadvertently harm employee well-being. Sue emphasizes the need for organizations to adopt pro...
In this episode of Culture Change RX, host Sue Tetzlaff and guest Shannon McKay discuss the intricacies of provider recruitment in rural healthcare. They explore effective strategies for attracting providers, the importance of community fit, and the evolving expectations of healthcare professionals. The conversation highlights the significance of cultural alignment within healthcare organizations and the dual role ...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses the prevalent belief in healthcare that working harder leads to better results. She challenges this notion, emphasizing that sustainable success comes from changing how work is done rather than increasing effort. Sue highlights the importance of understanding what needs to be done differently, fostering compete...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, converses with Heather Schragg, the Director of Quality and Risk Management at Eaton Rapids Medical Center (Michigan). They discuss Heather's personal and professional transformation over the past 13 years, particularly through the implementation of their organization’s 212 Degree Initiative. The conversation explor...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, kicks off Season 3 by reflecting on the podcast's journey and the mission of Capstone Leadership Solutions. She emphasizes the importance of focusing on the “people side” of healthcare, particularly for small and rural healthcare organizations. Sue introduces three key themes for the season: becoming an 'Employ...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses the critical role of relationships in frontline leadership within healthcare. She emphasizes that effective leadership is not just about authority or tasks, but about building and maintaining strong relationships with employees, bosses, HR partners, peers and more. Sue outlines seven key relationships that are ...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses the challenges and opportunities facing healthcare leaders as they enter a new year. She emphasizes the importance of reflection, the need for stronger systems, and the role of people systems in creating a sustainable and resilient healthcare environment. Sue outlines four essential systems that can help organi...
In this episode of Culture Change RX, I speak with Christina Hazekamp, Vice President of Client Operations at the I-PASS Institute, about one of the most mission-critical aspects of healthcare delivery: safe and effective handoff communication.
Christina shares why structured communication matters now more than ever, how the I-PASS mnemonic reduces cognitive load for clinicians, and how standardizing communication f...
In this celebratory 100th episode of Culture Change RX, I reflect on the journey of the podcast since its inception in early 2024. The episode highlights key themes and subcategories discussed in previous episodes, focusing on improving the employee and patient experience in healthcare organizations. I emphasize the importance of organizational culture, employee engagement, leadership effectiveness, and communicati...
In this episode of Culture Change RX, I discuss the importance of setting challenging goals within organizations. Soft goals do not lead to significant improvements and that setting hard goals can spark creativity, increase engagement, and surface underlying issues that need to be addressed. By aiming for ambitious targets, organizations can achieve more in less time and foster a culture of motivation and collabora...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, engages in conversation with one of Capstone’s transformational experts, Julie Coneset. They discuss the transformational assessment, planning, and coaching process at Capstone Leadership that makes up the early weeks of Phase One activities for healthcare organizations that are engaged in a Capstone partnership. They ex...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses the emotional toll on healthcare workers due to staffing losses and the systemic issues affecting the workforce. Sue emphasizes the importance of the 'people pillar' in healthcare, arguing that without strong support for staff, healthcare systems cannot thrive. Sue calls for healthcare leaders to prio...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, discusses the unique advantages of small and rural healthcare organizations. She emphasizes the strengths of relationships, agility, and community loyalty, arguing that these factors contribute to a strategic advantage in the healthcare sector. Sue shares insights on how small organizations can leverage their size to fos...
In this episode of Culture Change RX, Sue Tetzlaff, cofounder of Capstone Leadership Solutions, explores the significant benefits of setting a master calendar of key activities and events for the year ahead, highlighting how it improves culture and trust, momentum, efficiency, strategic clarity, and better results (e.g., improvement, growth). The discussion emphasizes the importance of pro-actively determining how ...
In this episode of Culture Change RX, Sue Tetzlaff explores the role of the medical staff in becoming the provider of choice through cultural transformation. She emphasizes that while medical staff engagement is crucial, the primary focus should be on creating systems that enhance the providers, staff, and patient experiences. By addressing workplace culture and improving communication, hospitals can create a posit...
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