Not too long ago I visited a local community hospital. The hallways were lined with photographs of award-winning employees. Beneath each photo was the story of why he or she received the award. One was a nurse who stopped by a patient’s home after work just to see how the patient was doing. Another was an aide who detoured many miles out of his way home to drop off medications for another patient. Yet another was an LPN who helped to comfort a terminally ill patient as she lay dying. It is well known that one of the best ways to motivate employees is to catch them doing the right thing--and recognizing and rewarding them. But this example is the only one that has ever moved me to tears. The CEO of this hospital is relentlessly optimistic and enthusiastic. Employees have high satisfaction scores--and the patient satisfaction scores are correspondingly high. Is there a relationship between the CEO’s mood and the employees’ satisfaction levels? You bet there is.
Topics: allied health, caregiver, Emotion Contagion (EC), emotions, hospital, Laird and Bresler, Leadership, mirror neuron system (MNS), public health education, Public health management, Sharon B. Buchbinder, Sharon Buchbinder Blog