Shows
Culture Change RXCulture Bytes: We’ve Always Done It That WaySend us a MessageIn 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 competency and consistency in new practices, and the role of systems in facilitating transformation. She also addresses the often need for external support in learning how to implement changes effectively and warns against starting...
2026-02-1821 min
Culture Change RXFrom Initiative to Identity: When Transformation Changes the Leader (Heather Schragg)Send us a MessageIn 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 explores the importance of communication, employee engagement, and the impact of gratitude. Heather shares insights on navigating change post-COVID, the evolution of leadership roles, and the significance of continuous improvement.The 212 Degree Initiative has transformed both personal and pr...
2026-02-1135 min
Culture Change RXCulture Bytes: Season 3: Culture, Care, and CommunitySend us a MessageIn 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 'Employer of Choice,' a 'Provider of Choice,' and strengthening the community hospital as a vital community asset. She shares success stories from various hospitals that have transformed their employee engagement and patient sati...
2026-02-0413 min
Culture Change RXCulture Bytes: Your Leadership Success Depends on These 7 RelationshipsSend us a MessageIn 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 essential for success and provides a bonus resource on how to proactively strengthen these connections to enhance engagement and performance. Relationships are the foundation of effective leadership.Strong relationships lead t...
2026-01-2822 min
Culture Change RXCulture Bytes: Stronger Systems: Less Strain, Better ResultsSend us a MessageIn 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 organizations continuously and successfully improve and grow, ultimately leading to a more confident and engaged workforce and a thriving organization. She invites healthcare executives to connect for further collaboration and support in...
2026-01-2112 min
Culture Change RXInside the Capstone Playbook: Helping Hospitals Begin Their Transformation (Julie Coneset)Send us a MessageIn 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 explore the importance of establishing a strong foundation for this transformation through this strong start. The conversation emphasizes the need for tailored team structures and action plans that respect past efforts while fostering a cu...
2025-12-2449 min
Culture Change RXCulture Bytes: Losing Peers is Heavy in HealthcareSend us a MessageIn 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 prioritize their people, rebuild trust, and create systems that support engagement and culture. Key Takeaways:Staffing losses are a significant concern for caregivers.Leadership challenges often s...
2025-12-1714 min
Culture Change RXCulture Bytes: The Advantages of Being a Small HospitalSend us a MessageIn 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 foster deeper connections, adapt quickly to changes, and ultimately provide better care for their communities - making the preferred choice, the better choice. The episode concludes with a call to action for small healthcare...
2025-12-1022 min
Culture Change RXCulture Bytes: The Power of an Organization’s Pre-Planned YearSend us a MessageIn 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 best to spend your time, aligned with top strategic priorities and the key activities that support the successful execution of those strategies.We’re stepping forward in a bigger wa...
2025-12-0321 min
Culture Change RXCulture Bytes: When Culture Carries Providers, Not the Other Way AroundSend us a MessageIn 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 positive environment that benefits both providers and patients. Sue outlines Capstone's approach to guiding hospitals through this transformation, highlighting the need for a structured framework that allows providers to focus on patient...
2025-11-2618 min
Culture Change RXClarity Over Chaos: Making Strategy Work in Rural Healthcare (Doug Morse)Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff and Doug Morse discuss the complexities and challenges faced by rural healthcare organizations. They explore the importance of strategic planning, optimizing existing services, and making informed decisions to drive growth and improve patient care. The conversation emphasizes the need for clarity in strategy and the effective use of existing resources. Doug shares actionable insights for healthcare leaders to navigate uncertainty and enhance their operational effectiveness.Optimizing existing services is crucial for success.Deciding on strategic initiatives requires careful consideration.Focused...
2025-11-1931 min
Culture Change RXConnecting People to Places: Inside Rural Recruitment (Stephanie Senger)Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff interviews Stephanie Senger, founder of Rural Staffing Services, who shares her journey in healthcare recruitment for rural hospitals. The conversation explores the importance of building relationships with clients and candidates, innovative staffing solutions, and the significance of community support in rural healthcare. Stephanie discusses the Good Neighbor Project, mental health awareness in recruitment, and her aspirations for future community engagement. The episode emphasizes the need for personalized recruitment processes and the challenges faced in rural staffing.Building relationships with clients...
2025-11-1234 min
Culture Change RXCulture Byte: When Strategy Becomes Legacy: Rewriting the FutureSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff explores how certain strategic decisions become turning points that forever change the future of an organization. She shares how courageous leaders move beyond incremental improvements to make trajectory-changing moves—decisions that blend clarity, courage, and execution. Listeners will gain insight into how Capstone Leadership partners with healthcare organizations to help them align strategy and execution, ensuring that their next big move doesn’t just shape results—it builds a legacy.Every organization has pivotal moments that change everything.Pivotal moves can include new buildi...
2025-11-0518 min
Culture Change RXThe Experience Initiative: Part 5 A New Path Forward (Ben Davis, CEO)Send us a MessageCEO Ben Davis provides his fifth quarterly update on the happenings of Glencoe Regional Health’s Experience Initiative which is targeted at improving access to care and elevating the patient, resident, and employee experiences.Leaders aim to leave a lasting impact on their organizations.Community involvement evolves as healthcare leaders and employees learn new skills as part of the Experience Initiative.Leadership development fosters a culture of accountability.Measuring success involves both objective metrics and subjective feelings.Adaptability is key in facing external challenges in healthcare.Rural healthcare can pr...
2025-10-2928 min
Culture Change RXCulture Bytes: The Secret Behind Teams That Keep Getting BetterSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff discusses the essential elements of developing high-performing teams in healthcare. She emphasizes that high performance is a continuous journey rather than a destination. She highlights the importance of distinguishing between behavior, performance, and contributions. Sue outlines leadership practices that foster team growth, the significance of feedback, and the need for leaders to engage in meaningful conversations with their employees. The episode concludes with a call to action for leaders to embrace these practices to elevate their teams and organizations ongoingly....
2025-10-2240 min
Culture Change RXChange Isn’t Resisted—It’s Misunderstood (Natasha Todorovic)Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff and Natasha Todorovic-Cowan explore the multifaceted topic of change management. Natasha shares her journey into the field, emphasizing the importance of understanding human nature and change readiness. They discuss the untapped potential within organizations, the significance of creating structures for employee engagement, and the necessity of customization in change initiatives. The conversation also touches on hard truths about change management, the importance of measuring culture, and the need for diverse perspectives in teams to foster innovation. Natasha concludes with insights on designing change that...
2025-10-1534 min
Culture Change RXCulture Bytes: Isolated Success Won’t Save Your HospitalSend us a MessageIn this episode of Culture Change RX, Capstone’s Cofounder & CEO Sue Tetzlaff unpacks a common pattern in healthcare organizations: one leader or department excelling while the rest of the hospital struggles to keep up. These bright spots, while encouraging, are often fragile and siloed. Sue contrasts this episodic excellence with the power of systemic success—when every leader, every team, and every department is aligned and performing at high levels.Episodic excellence feels good in the moment but is fragile and unsustainable.Relying on a single stan...
2025-10-0815 min
Culture Change RXCulture Bytes: When a Housekeeping Team Shifted Culture Through GoalsSend us a MessageIn this Culture Byte episode of Culture Change RX, Capstone’s Cofounder & CEO Sue Tetzlaff shares a Story That Inspires about the power of goal-setting. Sue explains how setting and achieving goals not only helps organizations reach targets but also elevates the behavior, performance, and contributions of individuals and teams. By engaging employees in goal-setting, leaders create a pathway to cultural transformation—turning “this is how we do things around here” into “this is how we do things better.” Through a story of a community hospital’s housekeeping department, Sue illustrates how goals can shift cult...
2025-10-0122 min
Culture Change RXCulture Bytes: Culture Change in an Envelope: Thank You NotesSend us a MessageIn this Culture Byte episode of Culture Change RX, Capstone’s Cofounder & CEO Sue Tetzlaff shares a Story That Inspires about one of the simplest yet most effective leadership tactics: writing thank you notes. She emphasizes that appreciation should not be a one-off initiative but a regular, heartfelt practice. Leaders who consistently recognize employees connect their efforts to organizational impact, fostering motivation and loyalty. This short episode serves as both an encouragement and a practical reminder for leaders to embed recognition into their daily leadership routines.Recognition isn’t a program—it’s a cons...
2025-09-2412 min
Culture Change RXStaff-Led Community Outreach That Works (Halle Pardun)Send us a MessageIn this Culture Byte episode of Culture Change RX, Sue Tetzlaff engages in conversation with Halle Pardun (full time hospital Marketing Director and part time Capstone Coach) about the importance of community mindedness in community hospitals. They discuss the role of an employee-driven community team, employee volunteerism, intentional marketing strategies, and their Quest for Excellence initiative aimed at improving and growing healthcare services. Halle shares insights on how to effectively engage employees and the community, the significance of word-of-mouth campaigns, and plans for furthering their community outreach.Engaging employees leads to fresh...
2025-09-1736 min
Culture Change RXCulture Bytes: From Standouts to Standards: Service Patients Can Count OnSend us a MessageIn this Culture Byte episode of Culture Change RX, Capstone’s Cofounder & CEO Sue Tetzlaff discusses the critical importance of service excellence in healthcare. She emphasizes that exceptional patient experiences should be safe, satisfying, and consistent across all interactions. Drawing parallels with the hospitality industry, particularly the Grand Hotel, she illustrates how high standards can be achieved through organization-wide commitment, employee engagement and leadership. The conversation also addresses the challenges of variation in service delivery and the need for a standard-dependent culture to ensure that every patient can count on receiving exceptional care....
2025-09-1032 min
Culture Change RXBeyond Semantics: Mission and Vision as Strategic Force (Michelle Franklin)Send us a MessageIn this episode of Culture Change Rx, Sue Tetzlaff engaged in conversation with Michelle Franklin, CEO of Sullivan County Community Hospital in Sullivan, Indiana, to discuss the importance of mission, vision, and values in the context of a community hospital. They explore how these elements evolve over time, particularly in response to organizational growth and community needs. Michelle shares insights from her experience as CEO, emphasizing the significance of engaging stakeholders in the process and ensuring that the mission and vision are actively lived and communicated within the organization and the community....
2025-09-0331 min
Culture Change RXCulture Bytes: Financial Uncertainty & Company CultureSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff discusses the impacts of financial uncertainty on workplace culture, particularly in healthcare organizations. She emphasizes the importance of trust in leadership, employee engagement, and the need for transparency and education to navigate financial challenges. Tetzlaff shares strategies for overcoming these challenges, including the implementation of systems like goal cycles and employee-driven teams, to foster a healthier organizational culture and improve financial outcomes.Financial challenges are often top of mind for employees.Trust in leadership is essential during times of uncertainty, crisis, or challenges...
2025-08-2813 min
Culture Change RXUnder Construction: How One Organization is Reimagining Rural Healthcare (Theresa Sullivan)Send us a MessageBuilding a new healthcare system isn’t just about construction—it’s about forward-thinking, people-centered transformation that fulfills a deep commitment to excellence in caring for the community.In this episode of Culture Change Rx, Sue Tetzlaff interviews Theresa Sullivan, CEO of Samaritan Healthcare in Moses Lake, Washington, about the transformative journey of building a new healthcare system. They discuss the importance of community engagement, strategic planning, and the involvement of healthcare professionals in creating a healthcare environment that prioritizes patient experience and service excellence. Theresa shares insights on the...
2025-08-2034 min
Culture Change RXCulture Bytes: Practical Moves for a Toxic Office MakeoverSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff discusses the critical aspects of transforming toxic workplace cultures, emphasizing the importance of local leadership, team dynamics, and individual behaviors. She outlines strategies for addressing toxic cultures, including the role of leadership in modeling positive behaviors, the shifting of team dynamics, and the necessity of addressing individual toxic behaviors. The episode culminates in a call to action for front-line leaders to take responsibility for their important role in creating a thriving workplace culture.Leadership is local and has a direct impact on the...
2025-08-1327 min
Culture Change RX75 Years Strong: How SMH Leads with Culture and Community (Sara Giles)Send us a MessageA positive organizational culture is reflected in employee interactions with the community.In this episode of Culture Change RX, Sue Tetzlaff speaks with Sara Giles, the marketing director at Schoolcraft Memorial Hospital, about the evolution of community engagement and employee relations within the organization. They discuss the importance of building relationships, the impact of employee contributions, and the strategic alignment of community events with local needs. Sara shares insights on the SMH Cares program, which incentivizes employee participation in community initiatives, and highlights the hospital's commitment to fostering a positive organizational...
2025-08-0632 min
Culture Change RXFix the Team at the Top (Courtney Kloehn)Send us a MessageSenior leadership team dysfunction in one or more of five specific areas can undermine the success and speed of leading organization-wide improvement and growth initiatives.In this episode, Sue Tetzlaff and Courtney Kloehn discuss the critical importance of strengthening senior leadership teams within healthcare organizations. They explore the common dysfunctions that can hinder effective leadership and provide actionable tactics for improvement. The conversation emphasizes the need for cohesive teamwork, strategic focus, and continuous development to foster a positive organizational culture. Key categories for leadership improvement are identified, along with practical steps...
2025-07-3040 min
Culture Change RXCulture Bytes: The Alignment Advantage: Strategy, Systems & People That Work TogetherSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff discusses the critical issue of misalignment within healthcare organizations. She shares insights from her experience founding Capstone Leadership Solutions and outlines a framework for achieving great strategies. The conversation emphasizes the importance of creating alignment through team structures, effective leadership, and achievement systems, while also addressing the barriers to change. Sue encourages healthcare leaders to adopt this framework to enhance organizational culture and performance and ultimately long term viability and success.Misalignment is a significant issue in healthcare organizations.Capstone’s framework for ac...
2025-07-2314 min
Culture Change RXCulture Bytes: Ready to Lead a Safer, Stronger Team?Send us a MessageLeverage the leadership practice of rounding to strengthen psychological safety, just culture, and high reliability.In this episode, Sue Tetzlaff discusses the importance of high reliability, just culture, and psychological safety in healthcare leadership. She emphasizes the significance of strengthening relationships through rounding, effective questioning, and the need for follow-up to build trust within teams. The conversation highlights practical options for leaders to engage with their employees in conversations about the culture of safety and high reliability.Access the resource document (3 Options for Psychological-Safety related Rounding Questions) referenced in...
2025-07-1718 min
Culture Change RXCulture Bytes: The Formula Behind Your Hospital’s Future: Fading or Rocket Fuel?Send us a MessageIn this episode, Sue Tetzlaff discusses the challenges and strategies for leadership in healthcare organizations, emphasizing the importance of moving beyond the status quo to foster growth and community impact. She introduces two contrasting formulas for organizational success: the fading formula, which leads to deterioration, and the rocket fuel formula, which focuses on investing in people, service, and quality to drive growth. Tetzlaff shares her experiences and insights on strategic planning and execution, urging leaders to prioritize foundational pillars for sustainable improvement.The strategic formula you follow matters: the “Fading Formula” lead...
2025-07-0923 min
Culture Change RXCulture Bytes: Crisis-Proofing Culture Through Trusted LeadershipSend us a MessageIn this episode, Sue Tetzlaff discusses the importance of trust in senior leadership, particularly in the healthcare sector. She outlines two main categories of trust-building activities: everyday actions and responses during challenging times. She provides real life examples and practical takeaways for leaders related to strengthening trust and teamwork, even in the face of uncertainty and fear.There are two categories of trust-building activities in leadership: our everyday actions and our responses to episodic crises.Our day-to-day trust-building activities should not be neglected during times of crises.Trust can be diminished...
2025-07-0220 min
Culture Change RXCulture Bytes: Doing It Well. Doing It Often. How Real Change HappensSend us a MessageIn this episode of Culture Change, Sue Tetzlaff emphasizes that efforts to elevate both competency and consistency are crucial for effective culture change and improvement. Competency relates to the quality and standards of practice, while consistency pertains to the frequency and application of those practices. The conversation explores how there are differences in how improvement teams and/or leaders approach increasing competency versus how they approach gaining more consistency. Ultimately, by focusing on both competency and consistency, an organization is aiming for a culture of continuous improvements that can be both measured and...
2025-06-2520 min
Culture Change RXCulture Bytes: Lead a Movement. Leave a Legacy.Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff discusses the importance of initiating movements within healthcare organizations to create lasting and impactful change. She emphasizes that true revolutions require more than incremental improvements; they demand a collective effort around a shared purpose. Tetzlaff shares insights on how to mobilize people, the significance of leadership, and the necessity of data in driving change. She also highlights successful examples of movements and the importance of celebrating the “first followers” as the movement builds momentum.A movement is more than incremental chan...
2025-06-1813 min
Culture Change RXThe Experience Initiative: Part 4 – A New Path Forward (Ben Davis, CEO)Send us a MessageIn this fourth 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 rural healthcare organization. As they mark the completion of the first year of Glencoe’s “Experience Initiative,” they explore the concept of the 'whirlwind' in daily operations, the necessity of grit and perseverance in navigating change, and the significance of investing long term in people to foster a culture of growth and excellence in patient care.Investing in peo...
2025-06-1130 min
Culture Change RXCulture Bytes: The Cultural Bottom Line: Is Your Organization in the Red?Send us a MessageIn this episode of Culture Change RX, Sue Tetzlaff explores the concept of being 'in the red' culturally within healthcare organizations, drawing parallels to financial health. She discusses key indicators of cultural health, the impact of employee disengagement, and the necessary components of a cultural turnaround. Emphasizing the importance of strong leadership and long-term commitment, Tetzlaff encourages organizations to assess their cultural status and take action to foster a thriving workplace environment.Data is essential for understanding cultural health and guiding improvements.Key indicators of cultural health include turnover rates and employee...
2025-06-0415 min
Culture Change RXCulture Bytes: Lessons from Organizations That Get Culture RightSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff explores the long-term nature of culture change within organizations, particularly in healthcare. Using analogies of soup and dye in water, she goes on to emphasize the importance of commitment, competency, and consistency in fostering a positive culture. Tetzlaff outlines four key elements necessary for effective culture change and warns against the pitfalls of short-term initiatives and always-changing directions that fail to create the desired positive and lasting impacts.A vibrant culture is distinctly different from a lukewarm one.Organizations often switch strategies too...
2025-05-2816 min
Culture Change RXCulture Bytes: Avoiding Stagnation and Recklessness: Strategy Execution That WorksSend us a MessageIn this episode of Culture Change RX, Sue Tetzlaff explores the critical relationship between culture and strategy execution in healthcare organizations. She introduces a strategy execution matrix that categorizes organizations based on their planning and execution capabilities. The discussion emphasizes the importance of aligning culture with execution to achieve organizational growth and success. Sue shares insights on how organizations can avoid stagnation and recklessness in their execution efforts, highlighting the significance of disciplined planning and follow-through. The episode concludes with success stories and a call to action for organizations to assess their execution...
2025-05-2117 min
Culture Change RXCulture Bytes: How Overwhelm Undermines Leadership – and the Way OutSend us a MessageIn this solo episode of Culture Change RX, Sue Tetzlaff discusses the importance of effective leadership in healthcare organizations. She emphasizes the need for leaders to focus on proactive leadership activities. By categorizing their time into three buckets—whirlwind, management, and leadership—leaders can better allocate their efforts to achieve meaningful results. The episode concludes with a call to narrow focus and leverage time for greater impact in leadership roles. Healthcare leaders often feel overwhelmed by the day-to-day chaos.Categorizing activities into “the three buckets” helps prioritize focus.Proactive leadership leads to better o...
2025-05-1417 min
Culture Change RXCulture Bytes: The Key to Progress? Stop Starting Over.Send us a MessageIn this solo episode of Culture Change RX, Sue Tetzlaff discusses the importance of cycles in healthcare organizations, emphasizing the need for a structured framework and execution systems to achieve long-term improvement and transformation. She highlights how continuous systems and cycles can lead to sustained growth and better results, ultimately strengthening healthcare organizations and their communities.The execution of plans is crucial for organizational improvement and growth.Continuous systems and cycles prevent the need for constant restarting.Regular cycles of goal setting and action planning enhances team performance.Leadership...
2025-05-0722 min
Culture Change RXEmployee Engagement: Start with Listening, End with Impact (Christin Tenbusch)Send us a MessageCulture Change RX host Sue Tetzlaff converses with guest Christen Tenbusch of Covenant Healthcare about employee engagement examples and impact. They discuss the evolution of employee experience and patient experience, the empowerment of staff through focus groups, and the significance of creating a safe space for dialogue. Christin shares insights on flipping the hierarchy to empower staff, the impact of language in leadership, and the challenges of recruitment and retention in the healthcare sector. The conversation also touches on effective onboarding strategies and the necessity of engaging the C-suite in these initiatives to...
2025-04-3032 min
Culture Change RXCulture Bytes: Change Management That Works: 3 Practical MovesSend us a MessageIn this solo episode of Culture Change RX, Sue Tetzlaff discusses the complexities of leading change within healthcare organizations. She emphasizes the importance of understanding resistance, effective communication, and the need for a structured approach to change management. Sue shares practical tactics for leaders to implement, including anticipating resistance, communicating the reasons behind changes, and the necessity of studying and adjusting post-implementation. The conversation highlights the significance of creating an agile culture to combat change fatigue and achieve high reliability in healthcare settings.Leading change is a core leadership practiceResistance is a...
2025-04-2324 min
Culture Change RXWhat Crisis Taught Us: Innovation, Engagement, and Grit (Jessica Nuutinen)Send us a MessageIn this episode of Culture Change RX, Sue and Jess Nuutinen discuss the impact of crises on healthcare innovation, particularly during the COVID-19 pandemic. Jess shares her experiences as a nurse and leader, highlighting the importance of adaptability, teamwork, and community support in navigating challenges. They explore how partnerships and innovative solutions emerged from necessity, and the ongoing need for healthcare to embrace change, engage staff, and improve patient care.Innovation often arises from necessity during crises.Partnerships with local organizations can enhance healthcare delivery.Rapid changes in healthcare require effective communication...
2025-04-1630 min
Culture Change RXCulture Bytes: The Missing Link to Healthcare Excellence: Behavior ChangeSend us a MessageIn 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 organizations, including commitment events, campaigns, giving and receiving feedback, and hiring practices.Behaviors are crucial for transforming organizations.Creating a utopia in healthcare requires clear behavior standards.Behavior...
2025-04-0923 min
Culture Change RXMaximize Leadership Training: Tactics You Probably Overlooked (Julie Coneset)Send us a MessageIn 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 internal peer champions in enhancing leadership training. The conversation highlights the importance of establishing a distraction-free learning environment via established ground rules to ensure effective engagement during training sessions.Clear...
2025-04-0223 min
Culture Change RXA Leadership Event That Changed Everything (Tami Chambers)Send us a MessageIn 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 “leadership bundle” and how they have shaped her approach to leading. Her experience with the leadership bundle practices, and her belief in their value, motivate her...
2025-03-1932 min
Culture Change RXFrom Event to Execution: Making Leadership Learning Count (Courtney Kloehn)Send us a MessageIn 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 experiences and insights on maximizing the return on investment from learning events, highlighting the significance of having a plan for applying new knowledge back in the workplace....
2025-03-0531 min
Power SupplyCulture by Design: Shaping Behaviors for Stronger TeamsWhat's the secret to building engaged, resilient teams in today's healthcare environment? It's not just about resources—it's about shaping the right behaviors! On this episode of Power Supply, we welcome Sue Tetzlaff, Principal and Co-founder of Capstone Leadership Solutions, to explore how behavior standards drive organizational excellence. From establishing clear expectations to coaching teams effectively, Sue shares practical strategies for elevating workplace culture in healthcare organizations. Whether you're looking to boost team morale or improve operational efficiency, this episode offers valuable insights into building accountability and enhancing performance within your team. Tune in today to discover how culture el...
2025-03-0340 min
Culture Change RXConnecting Employees with Our Brand Promise (Amy Yaeger)Send us a MessageIn 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 engagement within the organization. The conversation also highlights the value of building an alumni network to foster ongoing relationships with former employees.Every employee plays a...
2025-02-2634 min
Culture Change RXStay or Stray? How Total Rewards Impact Retention (Carol Breen)Send us a MessageIn 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 continually improve them. Carol shares insights on navigating pay equity issues and the role of recognition in keeping employees satisfied and committed to their organizations.The total...
2025-02-1238 min
Culture Change RXCulture Bytes: Building Resilient Teams: The Magic of Well-Being RitualsSend us a MessageIn 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 overall well-being. She also highlights the challenges of establishing new habits and offers tips for overcoming these obstacles, ultimately encouraging leaders to implement well-being strategies within th...
2025-01-2220 min
Culture Change RXCulture Bytes: Ditch the Drag - Make Executive Meetings Work for YouSend us a MessageIn 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 impactful outcomes.Effective executive team meetings foster collaboration and drive success.A clear purpose is essential for effective meetings.Focus executive team meeting agendas on...
2025-01-0815 min
Culture Change RX1-on-1s Done Right: Build Culture, Performance & Relationships (Dr. Rob Lion)Send us a MessageIn 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 space for open communication. The conversation highlights the need for leaders to prioritize these interactions to demonstrate their commitment to valuing their team members.Work should fuel the human...
2025-01-0142 min
Culture Change RXHow Attitude and Words Create Ripple Effects in Healthcare CultureSend us a MessageEpisode 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 attitude, communication, and leadership in healthcare. Jean shares her extensive experience in behavioral health leadership and emphasizes...
2024-12-2435 min
Culture Change RXCulture Bytes: Build a Leadership Improvement Strategy: 3 Targeted TiersSend us a MessageIn 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 organizational culture. She also touches on the role of coaching and emotional intelligence in leadership development, encouraging organizations to assess their leadership improvement needs for the upcoming...
2024-12-1822 min
Culture Change RXCulture Bytes: Insider Insights into Capstone's Culture Transformation SuccessSend us a MessageIn 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 implementing change. The conversation highlights the impact of these transformations on patient satisfaction and overall organizational effectiveness, particularly in small and rural healthcare organizations.Capstone...
2024-12-0432 min
Culture Change RXMake Your Strategy Visible and Effective – Here’s HowSend us a MessageIn 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 critical role of financial stewardship in rural healthcare. The conversation highlights the interconnectedness of culture, patient care, and financial health in creating successful...
2024-11-2736 min
Culture Change RXCulture Bytes: Crushing Silos: One Tactic Every Leader Needs to KnowSend us a MessageIn 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 gather valuable insights. She highlights the significance of cross-department recognition in fostering a collaborative culture and encourages leaders to actively work on breaking down silos...
2024-11-2019 min
Culture Change RXHow Employee Teams Improve Patient SatisfactionSend us a MessageIn 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 patient stories and the impact of first impressions. They conclude with a reflection on the passion required to work in healthcare and the continuous journey...
2024-11-1341 min
Culture Change RXThe Art of Meaningful Employee EvaluationsSend us a MessageIn 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 employees and the necessity of honest feedback. Julie shares insights for new leaders and the challenges faced by interim leaders. They emphasize the importance of continuous feedback throughout the ye...
2024-11-0635 min
Culture Change RXCompany Values: How a Purple Wall Changed EverythingSend us a MessageIn 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 (including the “purple wall” story) and emphasizes the importance of employee engagement in this process. The conversation also highlights the significance of commitment to these standards and how...
2024-10-3041 min
Culture Change RXCulture Bytes: Confidence in Senior Leadership is CriticalSend us a MessageIn 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.Trust is a complex, multi-dimensional concept.Improving trust can be challenging but is possible.Trust is a core human need.High tr...
2024-10-2322 min
Culture Change RXFuel for Further GrowthSend us a MessageIn 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 the start-stop-continue approach to asking employee rounding questions are highlighted as effective ways to solicit and act on feedback. The episode concludes with a reminder that feedback is...
2024-10-1638 min
Culture Change RXCulture Bytes: A Feedback-Rich Work EnvironmentSend us a MessageIn 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 positive ratio of compliments to call-outs. The episode encourages leaders to model feedback behaviors and highlights the benefits of fostering an environment where...
2024-10-0921 min
Culture Change RXPart 2 - The Experience Initiative: A New Path Forward with CEO Ben DavisSend us a MessageIn 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 significance of leadership development, employee engagement, and the long-term vision necessary for sustainable change in healthcare settings.Episode Insights and...
2024-10-0239 min
Culture Change RXCulture Bytes: Exploring Failure - The Good, The Bad, and The UglySend us a MessageIn 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 gain the lessons when analyzing the gap between desired and actual outcomes. She highlights the negative cons...
2024-09-2530 min
Culture Change RXCulture Bytes: Introduce with Impact - Managing UpSend us a MessageIn 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 various healthcare settings, such as shift handoffs and patient transfers. It is a valuable tool for both clinicians and non-clinicians.
2024-09-1819 min
Culture Change RXCulture Bytes: Building Engaged Teams and CommitteesSend us a MessageIn 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 meetings to actively engage employees in the improvement process.Creating teams with a compelling purpose and empowering them can foster...
2024-09-1127 min
Culture Change RXCulture Bytes: Unpacking Workplace Negativity: Strategies for ChangeSend us a MessageIn 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.Negativity evolves as the predominant vibe in a relationship, team, department, or entire organization when there isn’t...
2024-09-0426 min
Culture Change RXCulture Bytes: Unpacking "Flavor-of-the-Month" Change FailuresSend us a MessageIn 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 the adoption of change.Organizations that have a history of 'flavor of the month' initiatives struggle to sust...
2024-08-2825 min
Culture Change RX6 Elements of a Culture of ExcellenceSend us a MessageIn 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 improvements.Every organization has a culture, whether it is recognized or not.Positive cultures are associated with faster revenue growth, higher profitability, and better customer satisfaction.Weak cultures lead...
2024-08-2136 min
Culture Change RXCulture Bytes: Many leaders aren’t really leadingSend us a MessageIn 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 tasks. She also highlights the benefits of adopting a leadership bundle at both the individual and organizational level....
2024-08-1429 min
Culture Change RXSupport Staff Recruitment and RetentionSend us a MessageIn 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, including increased staff engagement, improved patient care, growth, and higher retention rates.Implementing the TeamSTEPPS framework can improve communication and teamwork in healthcare or...
2024-08-0737 min
Culture Change RXCulture Bytes: Friendly Faces, Friendly Places: Caring Starts in the HallwaySend us a MessageIn 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 strategies for implementing and reinforcing hallway hospitality, such as declaring it as an organization-wide standard, using top-of-mind tactics, and recognizing and celebrating the...
2024-07-3118 min
Culture Change RXEmployee Training ReimaginedSend us a MessageIn 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 the staff. Julie provides recommendations for setting up an employee training team, including the number of events, format, and involvement of leaders. They also...
2024-07-2434 min
Culture Change RXCulture Bytes: 4 Categories of Silo Busting ActionsSend us a MessageIn 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. Sue provides four categories of actions to decrease silo behavior and promote collaboration: “uniters,” empathy and understanding activities, appreciation activities, and learning together.Th...
2024-07-1719 min
Culture Change RXInvesting in Leaders: A Pathway to Organizational Excellence (Michelle Franklin)Send us a MessageIn 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 collaboration. The organization has seen a transformation in their culture and engagement levels, and they have received awards for staff engagement. Michelle emphasizes the importance of regular leadership training and creating a culture...
2024-07-1038 min
Culture Change RX5 Hacks from 40 Years as a Leader (Jane McLeod)Send us a MessageJane 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 necessary, fostering trust and authenticity.Spending time with employees outside of work helps create a supportive and...
2024-07-0332 min
Culture Change RXCulture Bytes: 3 Leadership Training TrapsSend us a MessageIn 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 process. She stresses that leadership training should not be optional and that leaders must be accountable and supported to implement the...
2024-06-2617 min
Culture Change RXThe Experience Initiative: Part 1 A New Path Forward (Ben Davis, CEO)Send us a MessageIn 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 patient access. They also talk about the importance and role of employee-driven teams and the leadership team in driving the success of this...
2024-06-1836 min
Culture Change RXCulture Bytes: Trust Builds as We Deliver on Plans and GoalsSend us a MessageIn 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 adopted Capstone’s Framework for Achieving Great Results which resulted in significant improvements in many aspects of the or...
2024-06-1217 min
Culture Change RXTime Well Spent: The Power of the 5P Model (Courtney Kloehn)Send us a MessageSue 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, and delegating tasks. The episode concludes with tips on restoring energy and the importance of building proactivity into processes.
2024-06-0537 min
Culture Change RXThe Service Culture Journey (Teresa Feidt)Send us a MessageIn 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 the importance of building relationships and trust within the organization. Overall, the conversation highlights the connection between employee experience and patient experience in creating a culture of excellence...
2024-05-2935 min
Culture Change RXCulture Bytes: From “Working Short” to “We Show Up For Each Other”Send us a MessageIn 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 increased, overtime went down, and teamwork improved. Episode Insights and TakeawaysSetting department g...
2024-05-2215 min
Culture Change RXImproving Culture and Care With a Goal Cycle (Kevin Stranberg)Send us a MessageIn 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 highlight the need for a systematic approach to goal setting and the positive effects it can have on organizational culture.
2024-05-1537 min
Culture Change RXTeamwork Boosters: Belief, Connection, and Consistency (Jane McLeod)Send us a MessageIn 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 teamwork with all aspects of the organization. They also discuss the benefits of teamwork, including improved patient outcomes and in...
2024-05-0833 min
Culture Change RXCulture Bytes: Shift From Chaotic to Consistent CommunicationSend us a MessageIn 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 specific and consistent communication plan, with one channel and timing for each type of communication. Sue provides an example of a hospital CEO...
2024-05-0115 min
Culture Change RX3C Method: A Prescription for Combating Workplace Bullying (Dr. JoNeil Conley)Send us a MessageDr. JoNeil Conley shares her experiences and lessons learned in nursing leadership. JoNeil shares some personal examples of bullying stories which led her to researching bullying and developing the 3C Method to guide organizations to decrease and address incivility. The conversation emphasizes the need to be proactive and courageous as individuals and organizations when it comes to having and upholding standards of conduct.The conversation explores the 3C model for addressing toxic behavior in the workplace: code of conduct, collecting objective data, and having courage.Episode Insights and...
2024-04-2435 min
Culture Change RXBetter Behaviors, Better Workplaces (Courtney Kloehn)Send us a MessageIn this episode, Sue welcomes Courtney Kloehn, a Capstone transformational coach, who shares her experience in her organization, where they tackled the project of defining and aligning their standards of behavior with their core values. The conversation highlights the importance of consistency in reinforcing behavior standards and the challenges and opportunities in changing and merging organizations. Episode Insights and TakeawaysStandards of behavior are essential in healthcare organizations to define and align behavioral expectations with core values.Leaders need to take ownership of the s...
2024-04-1738 min
Culture Change RXCulture Bytes: A Trust Deficit Will Hamper Momentum and Undermine ProgressSend us a MessageIn this episode, Sue discusses the impact of trust, or lack thereof, between the administrative team and the board of directors. She draws on examples from her experiences as a senior executive in healthcare and highlights the need for trust between the board and the executive team to facilitate more effective decision-making . . . and speeding up the timeframe to achieving the desired results. She suggests two tactics to build trust: changing the definition of 'old business' on the board agenda and creating a well-designed strategic plan.Episode Insights...
2024-04-1014 min
Culture Change RXBe Your Best . . . Trustee, Leader, Employee (Charisse Oland)Send us a MessageIn this episode, Sue interviews Charisse Oland about her experiences and lessons learned in healthcare leadership and governance. Charisse highlights real world examples of strengthening leadership and governance as pathways to creating stronger organizations, including improving results and a more positive and thriving workplace culture. The conversation emphasizes the need to focus on positive behaviors and reinforce them, rather than dwelling on what went wrong.Episode Insights and TakeawaysEngaging employees in conversations about what the values mean in their daily behaviors is crucial.Focus...
2024-04-0338 min
Culture Change RXEmployee-Driven Improvements, Communication, & Training (Julie Coneset)Send us a MessageIn this episode, Sue welcomes Julie Coneset, a Capstone transformational coach, who shares her experience in healthcare and human resources, emphasizing the importance of organizational culture. Julie discusses the transformational journey her organization went through, starting with the departure of a CEO and the implementation of a new culture. She highlights the role of employee-driven teams in identifying opportunities for improvement, communication, and training needs. Julie emphasizes the need for open-mindedness and listening to new ideas, as well as creating an environment where employees feel comfortable sharing their suggestions.Episode...
2024-03-2734 min
Culture Change RXCulture Bytes: The Readiness MythSend us a MessageIn this short solo episode of Culture Bytes, Sue discusses the concept of readiness for culture transformation in healthcare organizations. She emphasizes the importance of continually strengthening the strategic pillars of people, service, and quality, and highlights that this work should always be a priority. Sue explains that instead of assessing readiness, it is more relevant to assess the change challenges that organizations will face in achieving their improvement goals. She also emphasizes the need for commitment to these core strategies and the potential consequences of not prioritizing them.
2024-03-2011 min
Culture Change RXA Winning Approach: Fueling Growth and Forging Excellence (Dan Rohrbach)Send us a MessageCommunity hospital CEO Dan Rohrbach shares highlights from a decade-long journey of growth and improvement at Southwest Health. He emphasizes the importance of balancing speed and staff well-being, managing through crisis, investing in culture, and the value of external expertise. Gain valuable insights on attracting top talent and elevating your organization’s reputation through cultural investmentEpisode Insights & Takeaways:A strong culture can attract talent and make an organization a sought-after place for both employees and patients.Patience is essential in cultural transformation, as it...
2024-03-1340 min
Culture Change RXGrowth and Culture Accelerators: Nimble Planning and Continuous Learning (Doug Morse)Send us a MessageAdopt a nimble strategic planning approach that is actionable and adaptable, and then uncover and overcome learning needs in order to set people up for successEpisode Insights & TakeawaysA nimble strategic planning process is essential for success.Culture plays a crucial role in executing strategic initiatives successfully.Investing in learning and development can transform culture and drive growth.In this episode, Sue and guest Doug Morse discuss the importance of strategy and culture in healthcare organizations, particularly in rural healthcare. Doug emphasizes the...
2024-03-0638 min
Culture Change RXThe Role of CFOs in Culture Change (Matt Streeter)Send us a MessageNet revenue grows 69.4% in 3 years - CFO credits culture change.Episode Insights and TakeawaysCulture is dynamic and constantly changing, requiring intentional efforts to shape and improve it.Deliberate culture change can lead to significant improvements in financial performance and other measures.Data, celebration, and leadership are key factors in successful culture change initiatives.In this episode, Sue interviews Matthew Streeter, the Chief Financial Officer for North Country Healthcare. Throughout the episode, Matthew emphasizes the dynamic nature of culture and the need for intentional culture change. He shares examples...
2024-02-2839 min
Culture Change RXCultural Insights from the Bedside to the Boardroom and Back (Jane McLeod)Send us a MessageFostering collaboration among diverse teams and organizational tiers.Episode Insights and Takeaways:Assigning goals and creating employee-driven teams can enhance employee engagement and ownership.Building relationships and truly listening to employees are key to effective leadership and culture change.Rural healthcare provides unique opportunities for community engagement and a sense of purpose.In this episode, Sue welcomes Capstone’s Co-Founder Jane McLeod, as her guest. They discuss their love and passion for rural healthcare and the unique opportunities it provides. Jane shares her journey fr...
2024-02-2835 min
Culture Change RXCulture Bytes: Strengthening Healthcare's Intangible ForcesSend us a MessageHealthcare organizations are complex entities and consist of both tangible and intangible elements, all of which can be strengthenedEpisode Insights and TakeawaysGrowing and thriving organizations intentionally design and improve the intangible aspects of their organizationDon't leave culture to chance; deliberately change and improve itSimilar to the consideration paid to designing physical structures and work processes, executives can give thoughtful consideration to designing the culture.Just because you can’t touch it or see it, doesn’t mean you can’t design and improve itIn this s...
2024-02-2810 minCulture Change RXTrailer: Introducing Culture Change RX!Send us a MessageEmbark 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.We’re stepping forward in a bigger way—growin...
2024-02-2405 min
The Corporate Couch: Work Stories I Only Tell My FriendsSue Tetzlaff, The Caring Healthcare Culture Guru - Why The New R and R Will Make Your Culture Better, Having Intellectual Boyfriends That You've Never Met, and How To Achieve Great ResultsJoin me and this week's guest Sue Tetzlaff the co-founder of Capstone Leadership Solutions (www.CapstoneLeadership.net) for her great story of how she helps small healthcare organizations improve their patient and employee experience. We discuss her intellectual "boyfriends" (mentors she has never met who just happen to be all male), her reading of 50-60 books a year, and how the best cultures send their employees home every day with the energy to be fully present with their loved ones. We even get a Brady Bunch discussion that relates to our personal lives :-)
You will love Sue's energy and c...
2024-01-161h 11
The Healthcare Leadership ExperienceGood is the Enemy of Growth | E. 89''Good is not the enemy of great, it's the enemy of growth.'' Sue Tetzlaff explains the transformational power of a strategy focused on greatness and the formula of leverage, to Jim Cagliostro. Episode Introduction Sue shares how creating a volunteer army transformed a struggling community hospital into a profitable, national award-winner, why the patient experience and the employee experience can't be separated and reveals strategies that can move 20% in a patient satisfaction metric in 18 months. She also explains how leveraging greatness in people, service and growth creates a magnet for talent, and...
2023-10-1141 min