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5 Things to Avoid that Destroy Trust and Psychological Safety in Healthcare

Maiysha Clairborne — Fri, 20 Sep 2024 14:28:05 +0000

I am often asked what does psychological safety in healthcare have to do with health equity and health quality? What does psychological safety have to do with workforce? In the Surgeon General’s Report on Creating a Thriving and Well Workforce put out in 2022, psychological safety and trust were named as two factors that contribute to burnout and moral injury in physicians and healthcare providers today. Furthermore, a JAMA study found that 1 in 5 physicians said they plan to leave their place of employment in the next 3 years, and a Mayo Clinic study quoted that “if physicians and nurses carry out their plans to leave medicine over the next 5 years we will not have enough healthcare providers to meet the needs of patients.” Psychological safety and trust are foundational to creating a workforce that thrives, and that wants to stay in any organization. However, these factors are often overlooked.

Psychological safety is defined as an environment where people feel heard, valued, and free to express themselves without fear of negative consequences. Psychological safety is crucial for a healthy and productive work environments and in medicine ultimately affects quality of care.

Timothy Clark’s book, 4 Stages of Psychological Safety, describe 4 elements of psychological safety.

a. Safety to be Included
b. Safety to Learn (and make mistakes)
c. Safety to Contribute
d. Safety to Challenge (or report)

So what are a few insidious things that we often see in organizations (and especially in hospitals and healthcare systems) that destroy trust and safety? Consider the following 5 things to examine in your organization that break trust.

1. Gossip, Backbiting or Duplicity are all acts that lack integrity and exclude others. Water cooler talk may seem “harmless” but it is a subtle (and sometimes not so subtle) act of exclusion. This lack of integrity creates an environment of fractured trust and safety. The antidote to this is to create activities that connect and allow employees to get to know each other.

2. Lack of Clear Communication: Poor or unclear communication can lead to misunderstandings, confusion, and mistrust. When people don’t know what’s expected of them or are unsure about the information they receive, it can create a sense of insecurity. When there is clear and transparent communication, it creates consistency.

3. Misalignment of Actions and Words: When there is a disconnect between what people say and what they do, it can lead to a lack of trust. Inconsistent behavior or hypocrisy can create a sense of uncertainty and insecurity similar to backbiting, and lack of transparency.

“Saying ‘we care about you’ then gaslighting us when we tell you our concerns completely destroys our trust and faith in you as an organization” ~Anonymous Doctor

4. Lack of Accountability for All: When there is a lack of accountability for everyone in an organization or group, it can lead to a perception of favoritism or unfair treatment. This can erode trust and psychological safety as people may believe that some are exempt from consequences. Furthermore it can lead to the “multiple against one” dynamic where certain staff members are targeted, criticized, or bullied by a collective. Ultimately it creates an environment of fear and exclusion and is extremely damaging to psychological safety and trust.

5. Disrespecting Boundaries: Respecting personal and professional boundaries is essential for psychological safety. When individuals consistently cross boundaries, it can make others feel uncomfortable and unsafe. Discussing consent culture is the foundation of training leaders and staff to begin looking at where boundaries are being repeatedly violated. Ultimately, training and coaching may need to happen to develop the skills of consent culture, setting, communicating and respecting boundaries.

While these may seem simple, recognizing these trust destructive behaviors when brought to the awareness of leaders allows the organization to begin to assess and make adjustments that will help to restore psychological safety in healthcare organizations so that physicians and healthcare workers can show up as their best and most healthy selves and provide the care they are committed to for their patients.

Create Psychological Safety in your organization. When you leave your employees feeling seen, heard, understood, valued, appreciated, and respected they will stay and make your organization their career home. Want to know more? Contact Dr. Clairborne to discuss her offerings and how she can help our leaders increase trust, safety and belonging in your organization. Learn more: https://www.mindremappingacademy.com/corporate-programs

The post 5 Things to Avoid that Destroy Trust and Psychological Safety in Healthcare appeared first on Buzz My Brand.

Making smart layout choices in web design

webmaster — Thu, 22 Dec 2022 17:31:50 +0000

A Guide to Enhancing User Experience

In the world of web design, layout plays a crucial role in creating a positive user experience. A well-thought-out layout can guide visitors through your website, making it easy for them to find what they’re looking for and stay engaged. On the other hand, a poorly designed layout can lead to confusion and frustration, driving users away. In this blog post, we’ll explore the importance of layout in web design and provide tips on how to make smart layout choices that enhance user experience.

Understanding the Purpose of Layout in Web Design

Before diving into the specifics of layout, it’s essential to understand its purpose. The primary goal of a website’s layout is to:

1. Organize content in a logical and intuitive way
2. Guide users through the website with ease
3. Create a visual hierarchy that draws attention to important elements
4. Enhance readability and usability

Key Layout Considerations for Enhancing User Experience

1. Clear Navigation: Make it easy for users to find what they’re looking for by placing navigation in a prominent and consistent location.

2. Visual Hierarchy: Use size, color, and positioning to create a visual hierarchy that draws attention to critical elements.

3. Balance and Contrast: Balance layout elements and use contrast to create visual interest and guide users through the website.

4. Responsiveness: Ensure your layout adapts to various screen sizes and devices for optimal user experience.

5. White Space: Strategically use white space to improve readability and create a clean, uncluttered design.

6. Content Prioritization: Place the most important content in the most visible areas of the layout.

7. Consistency: Establish a consistent layout structure throughout the website to enhance user familiarity.

Best Practices for Common Layout Types

1. Grid Layout: Use a grid system to create a cohesive and organized layout, ideal for showcasing multiple pieces of content.

2. F-Pattern Layout: Design for the natural reading behavior of users, with important elements in the top-left and bottom-right corners.

3. Hero Layout: Use a prominent hero section to grab attention and guide users towards the main content.

4. Card-Based Layout: Utilize cards to present information in a concise and visually appealing way, ideal for content-heavy websites.

5. Single-Page Layout: Design a scrolling layout that guides users through a story or narrative, perfect for storytelling or portfolio websites.

Conclusion

In conclusion, layout plays a vital role in creating a positive user experience in web design. By understanding the purpose of layout and following key considerations and best practices, you can design a website that guides users through your content with ease. Remember to prioritize clear navigation, visual hierarchy, balance, and responsiveness to create a layout that enhances user experience and drives engagement.

The post Making smart layout choices in web design appeared first on Buzz My Brand.

How to best manage the customer experience

webmaster — Thu, 22 Dec 2022 17:30:47 +0000

Managing the customer experience is crucial for businesses to build strong relationships with their customers and drive long-term success. Here are some key strategies for best managing the customer experience:

1. Understand Your Customers: Start by gathering data on your customers’ preferences, behaviors, and pain points. Use this information to create buyer personas that help you understand their needs and expectations.

2. Define Your Customer Journey: Map out the various touchpoints that customers have with your brand, from initial awareness to post-purchase follow-up. Identify pain points and opportunities to delight customers.

3. Train Your Staff: Ensure that all employees understand the importance of customer experience and are equipped to deliver exceptional service. Provide ongoing training and coaching to maintain high standards.

4. Leverage Technology: Implement tools like CRM software, chatbots, and feedback surveys to streamline interactions and gather insights. Use data analytics to identify trends and areas for improvement.

5. Foster a Customer-Centric Culture: Encourage a culture of empathy and experimentation, where employees are empowered to try new approaches and continuously improve the customer experience.

6. Measure and Act: Regularly collect and analyze customer feedback to identify areas for improvement. Take action promptly to address issues and recognize employee successes.

7. Emphasize Personalization: Use data and insights to tailor experiences to individual customers’ preferences and needs. Show that you understand and care about their unique circumstances.

8. Prioritize Effortless Experiences: Simplify processes and reduce friction points to make interactions easy and convenient. Minimize the need for repeat contacts or complicated resolutions.

9. Cultivate Long-Term Relationships: Focus on building trust and loyalty through consistent, high-quality experiences. Encourage customer retention and advocacy through loyalty programs and engagement initiatives.

10. Continuously Innovate: Stay ahead of customer expectations by staying informed about industry trends and emerging technologies. Test new approaches and iterate based on customer feedback.

By implementing these strategies, businesses can create a customer experience that sets them apart from competitors and drives long-term growth through loyalty and advocacy. Remember, customer experience management is an ongoing process that requires continuous improvement and a commitment to putting customers at the heart of your business.

5 time-saving techniques for website design

webmaster — Thu, 22 Dec 2022 17:29:04 +0000

As a website designer, managing your time effectively is crucial to deliver high-quality designs and meet client expectations. Here are 5 time-saving techniques for website design that can help you streamline your process and impress your clients:

1. Create a Design Framework: Establish a solid design foundation by creating a design framework that outlines the project’s scope, goals, and design principles. This will help you stay focused and ensure that all design decisions align with the project’s objectives.

2. Use Design Systems: Implement a design system that includes pre-built components, guidelines, and assets. This will save you time and effort in creating designs from scratch and ensure consistency throughout the website.

3. Leverage Style Guides: Develop a style guide that outlines the website’s visual language, including typography, color palettes, and layouts. This will help you maintain consistency and make design decisions more efficiently.

4. Utilize Design Templates: Use design templates to speed up the design process. Templates can be customized to fit the client’s brand and save time on layout and wireframing.

5. Collaborate with Clients in Real-Time: Use collaboration tools like InVision or Figma to work with clients in real-time. This allows for instant feedback and eliminates the back-and-forth of email exchanges or lengthy review processes.

By incorporating these time-saving techniques into your website design process, you can deliver high-quality designs efficiently and exceed client expectations. Remember, effective time management is key to a successful design project.

Effective after-sales service processes that work

webmaster — Wed, 21 Dec 2022 17:00:38 +0000

Effective After-Sales Service Processes: Enhancing Customer Satisfaction and Loyalty

After-sales service is a critical aspect of the customer journey, as it can significantly impact customer satisfaction and loyalty. A well-designed and executed after-sales service process can foster long-term relationships with customers, leading to repeat business, positive word-of-mouth, and enhanced brand reputation. In this blog post, we will explore the essential elements of effective after-sales service processes that work.

Timely and Responsive Communication

Timely and responsive communication is vital to ensuring customers feel heard and valued. Promptly respond to customer inquiries, concerns, and feedback through their preferred communication channels. This demonstrates proactivity and a willingness to address their needs.

Personalized Support

Personalized support shows customers that you understand and care about their individual needs. Tailor your support to their specific requirements, preferences, and history with your brand. This fosters trust and strengthens the customer-brand relationship.

Clear and Concise Communication

Clear and concise communication eliminates confusion and misinterpretation. Use simple language, avoid jargon, and provide step-by-step guidance to resolve issues or answer questions. Confirm customer understanding to ensure clarity.

Empathy and Understanding

Empathy and understanding demonstrate that you value customers’ emotions and experiences. Listen actively, acknowledge their feelings, and validate their concerns. This creates a positive emotional connection and encourages customers to share their feedback openly.

Proactive Issue Resolution

Proactive issue resolution shows that you prioritize customer satisfaction and are committed to resolving issues before they escalate. Identify potential issues, anticipate customer needs, and address problems promptly to prevent dissatisfaction.

Transparency and Honesty

Transparency and honesty build trust and credibility. Be open about your processes, timelines, and limitations. If mistakes occur, own up to them and provide solutions. Customers appreciate honesty and are more likely to forgive errors when addressed transparently.

Continuous Improvement

Continuous improvement ensures your after-sales service processes stay relevant and effective. Regularly collect customer feedback, analyze data, and refine your processes to meet evolving customer needs and expectations.

In conclusion, effective after-sales service processes require timely and responsive communication, personalized support, clear and concise communication, empathy and understanding, proactive issue resolution, transparency and honesty, and continuous improvement. By incorporating these elements, businesses can create a customer-centric after-sales service experience that fosters loyalty, drives retention, and promotes long-term growth.

The post Effective after-sales service processes that work appeared first on Buzz My Brand.

10 accessibility tips for compelling UI design

webmaster — Wed, 21 Dec 2022 13:49:40 +0000

As a small business owner, you want to make sure that your website or application is accessible to all users, regardless of their abilities. Here are 10 accessibility tips for compelling UI design that will help you create an inclusive and user-friendly experience for everyone:

1. Use clear and consistent navigation: Make it easy for users to find what they need by using clear and consistent navigation.

2. Choose accessible colors: Select colors that have sufficient contrast between the background and text, and consider users with color blindness.

3. Use descriptive and unique page titles: Help users understand where they are on your website or application by using descriptive and unique page titles.

4. Make your content readable: Use clear and simple language, and break up long blocks of text into smaller, easier-to-read sections.

5. Ensure keyboard accessibility: Allow users to navigate and interact with your website or application using only their keyboard.

6. Provide alternative text for images: Include alternative text for images so that users with visual impairments can understand what they’re about.

7. Use high contrast modes: Offer high contrast modes or themes to help users with visual impairments.

8. Make your forms accessible: Use clear and consistent form labels, and ensure that forms are easy to navigate and complete.

9. Provide closed captions and transcripts: Include closed captions and transcripts for audio and video content to help users with hearing impairments.

10. Test with users: Finally, test your website or application with users who have disabilities to ensure that it meets their needs and expectations.

By following these 10 accessibility tips, you can create a compelling and inclusive UI design that works for all users, regardless of their abilities. Remember, accessibility is not just a legal requirement, it’s also a way to show that you care about all of your users and want to provide them with the best possible experience.

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