During a recent Moments Move Us episode, Linda McHugh, Executive Vice President, Chief Experience and People Officer at Hackensack Meridian Health, shared, “We have to be … strategic partners with our frontline caregivers and their leaders to really understand what their needs are and how we can help them grow and thrive.”  

Leaders across the healthcare industry understand the importance of connection among their teams. However, according to a McKinsey study, “80 percent of frontline employees say that their company provides few connection opportunities at work.” Without strong relationships, networks, and mentorship, the retention crisis continues to impact the healthcare industry. The question remains: How do we build strategic partnerships with frontline caregivers? 

To break down barriers, leaders must be open to adjusting how they engage with their teams as well as the cultures they model in order to shorten the distance between themselves and their frontline workers. 

Practice Active Listening  

Active listening is the process of “listening to understand.” An active listener’s goal is to receive and understand the speaker’s emotional experience, beliefs, and perspective—to hear the words and their intent and meaning. This requires being fully present, giving the speaker your undivided attention, asking them open-ended questions, and practicing empathy. It’s also important to pay attention to non-verbal cues, like body language, tone, and facial expression (both the speaker’s and your own). By creating space and providing the time for your team to freely express their honest thoughts and opinions, you will better understand their challenges while building trust and stronger relationships. 

Spend Time in Their Shoes   

There is no substitute for first-hand experience. To feel, see, hear, and live through a situation for yourself is powerful. According to Betty Jo Rocchio, Senior Vice President and Chief Nursing Officer at Mercy, this requires leaders to spend time where the work is done. She says, “Going to the front lines and seeing what’s going on really helps you get a good picture of the decisions that you need to make.” Stepping out of the metaphorical ivory tower and into the front lines shows the commitment leaders have for their team members and dedication to providing the best experience for the patients that they serve.  

As nurse retention and experience continue to be paramount concerns for health systems, this experience is invaluable. Chief Quality Officer at Duke Health Dr. Richard Shannon says, “Leaders must spend their time focusing on the development of their people, supporting their people, and meeting their needs. The only way to do that is for leaders to get out of their office and go to where the work is done. You have to understand and see the barriers to the work nurses are being asked to do. That’s the only way to understand how badly the front-line people are overburdened.” 

Be Authentic  

Does your team participate in water cooler conversations? How do you share your personal stories? Creating a space for non-work banter can help leaders show their authentic selves, let team members get to know who they are personally, and form bonds that strengthen workplace culture. Showing a human side as a leader is something Wambi’s CEO and cofounder Rebecca Coren has embraced throughout her leadership journey. During an episode of the Show Up as a Leader podcast with Dr. Rosie Ward, Coren discusses the importance of leading in a “fully present, authentic way.” Dr. Ward agrees about the importance of being your truest self and says, “It is easier to connect with people when you are being who you authentically are.”  

Provide Space for Vulnerability  

In “Vulnerability is a Strength, Not a Weakness,” we explore how great leaders understand the importance of recognizing powerful human experiences and the role that vulnerability plays within them. By sharing personal stories with your team, you allow yourself to be vulnerable, which gives your team the space to do the same. According to Sylvain Trepanier, Senior Vice President, System Chief Nursing Officer at Providence, “There’s more to gain out of being vulnerable than not.” As a guest on Moments Move Us, he recalls a moment when he was vulnerable with his team and how it opened up an important conversation about mental health that allowed team members to reflect on their own challenges.   

Ensure Team Members are Seen  

We all want our employees to succeed, but they can’t do that if they do not feel seen. Acknowledging impactful moments and sharing gratitude are great ways to recognize the hard work of team members. In an industry constantly focused on improvement and rooted in negativity bias, notes of appreciation help build a positive culture where employees are celebrated for the things they do well.  

Wambi’s culture transformation solution was created to improve the healthcare experience. By building cultures and communities of trust, support, and connection, employees feel valued, a sense of belonging, and are connected to their purpose. With Wambi’s gamified technology, leaders acknowledge meaningful moments and share gratitude while uplifting and inspiring their teams. They are encouraged to show their authentic selves by sharing videos, using emojis, and writing comments in an environment where they feel safe.  

By utilizing the Wambi platform, Marshfield Clinic Health System built invaluable connections through leader engagement. After only 90 days of using the platform, 97% of leaders logged in to the platform and demonstrated high engagement rates—posting thousands of comments, reactions, and notes of appreciation. Leaders can quickly see how easy it is to use the Wambi platform and the profound impact it has on organizational culture.  

Team members feel seen and valued when leaders acknowledge them. Additionally, team members and leaders who may not see each other daily can connect through the Wambi newsfeed. For example, when a high-level leader comments on a Wambi that a unit team member has received, the recipient feels seen for their work, and the leader gains more insight into the work being done on the front lines. This simple interaction helps close the gap between leaders and team members each day.  

We’d love to connect and learn more about your health system’s recognition environment, staff engagement efforts, and culture. If you’re looking to close the gap between your leaders and frontline team members, the Wambi platform can help. Request a demo today.

If you’re adding “Spend more time reading” to your list of New Year’s intentions, Wambi is here to help! Last year, we put together a list of joyful books to gift to friends, family, and colleagues to celebrate the holiday season. Recommended by Wambi team members, these readings showcased Wambi’s core value of joy.  

This year, we’ve compiled a list of books that inspired our Leaders & Lattes members. This small group of passionate female healthcare leaders connects throughout the year to share personal and professional stories, support and learn from one another, and explore ways to create a better healthcare experience for all. Embracing Wambi’s core values of fearlessness and imagination, this year’s list provides guidance and direction for continued learning throughout the new year. 

1. The Infinite Game by Simon Sinek 

Unlike football or chess, life is an infinite game. There are no finish lines, no winners, and no losers. In Simon Sinek’s The Infinite Game, readers explore ways to build their future, working toward what gives life meaning. For healthcare leaders, this book can help you explore how to guide your teams and build more innovative organizations.  

2. Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself by Anthony Mazzarelli, M.D. and Stephen Trzeciak, M.D. 

Live longer and live better while improving the world around you. How? By serving others. Dedicate this year to being happier, resisting burnout, and achieving more success by being a giving, others-focused person.  

3. Year of Yes: How to Dance It Out, Stand in the Sun and Be Your Own Person by Shonda Rhimes 

Make 2023 the year you say “Yes!” Shonda Rhimes spent her life saying “No” to invitations, engagements, appearances, and just about anything else, allowing herself to stay safely in her comfort zone. In Year of Yes, Rhimes inspires readers by sharing how her life changed when she challenged herself to say “No” to fear and “Yes” to everything else.   

4. Think Again: The Power of Knowing What You Don’t Know by Adam M. Grant 

As a leader, admitting when you don’t know something requires showing vulnerability. Embrace the unknown and find joy in being wrong with the help of Adam M. Grant’s Think Again. In this unique read, you’ll learn the importance of rethinking—and how it prepares you to face the ever-changing world.   

5. The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath and Dan Heath 

Wambi’s mission is to bring compassion to the forefront of human experience. We achieve this by elevating moments of meaningful connection between patients, team members, managers, and executives to foster a positive workplace culture. With the tagline Moments Move Us™, we understand the power of moments explored in Chip and Dan Heath’s book on the impact of experiences. Discover how moments can change our lives and learn how to create more remarkable experiences in your life and work.  

6. The Waymakers: Clearing the Path to Workplace Equity with Competence and Confidence by Tara Jaye Frank 

Dedicate this year to driving workplace equity and inclusion with a pathway outlined by Tara Jaye Frank. Full of candid storytelling, data, and case studies, you can learn to be a leader who helps others to thrive. By removing barriers, opening doors, and guiding them toward their goals, you can make every member of your team feel like they belong—a key driver of retention.

7. How Full Is Your Bucket? Positive Strategies for Work and Life by Tom Rath and Donald O. Clifton 

How we treat others and how they treat us impacts whether our buckets are full or empty. By sharing kind words, reflecting on positive interactions, and connecting with others, we can fill up our own buckets while pouring into others. Tom Rath and Donald O. Clifton’s How Full Is Your Bucket? is based on this powerful metaphor—commonly used in the Wambi world—and includes findings from a fifty-year study with stories and strategies for bringing more positivity into your life. 

8. Patients Come Second: Leading Change by Changing the Way You Lead by Paul Spiegelman and Britt Berrett  

The traditional healthcare model places the patient at the center and as the highest priority. In Patients Come Second, Paul Spiegelman and Britt Berrett challenge this structure by shifting the focus to engaging teams first. This unique perspective connects employees to their purpose and equips leaders with the tools they need, creating a better healthcare experience for both caregivers and their patients.  

9. When Breath Becomes Air by Paul Kalanithi 

After nearly completing his training as a neurosurgeon, Paul Kalanithi was diagnosed with stage IV lung cancer. In his profound memoir, Kalanithi attempts to answer the question “What makes a life worth living?” He wrestles with facing death—exploring questions about mortality and relationships between doctor and patient—while finding hope and beauty amid the insurmountable odds.

Looking for more ways you can innovate and evolve healthcare culture in the new year? Wambi’s recognition and culture transformation solution is built on creating a culture of gratitude where team members feel valued. As we look toward 2023 with excitement and anticipation, learn about the importance of integrating gratitude into your New Year’s intentions.

In a remote work environment, building connections and improving culture for home health and hospice team members can be challenging. In honor of Home Care and Hospice Month recognized in November, we are exploring five ways to engage with these team members and demonstrating how the Wambi platform supports a positive work environment for your entire health system.

Each day, nurses, social workers, aides, therapists, and other home care professionals make an immeasurable impact on the lives of countless individuals and their families. These hard-working and dedicated professionals ensure that patients receive the quality care they need from the safety and comfort of their homes. While home care has always been an important part of the healthcare industry, COVID-19 demonstrated how vital these individuals are. Receiving care at home gives patients freedom and dignity that may not be possible in a hospital. Additionally, it allows them to stay close to family instead of facing isolation, which can lead to additional health risks. As the number of seniors continues to rise and through the improvement of technological advances, home health is in growing demand. 

With the emotional requirements for a role in this industry, these individuals must have a strong support network. However, this can be challenging due to their remote environment. Healthcare leaders need to create a deliberate strategy to focus on building connections amongst the team to improve culture.  

1. Collaborate on goal setting and decision making  

The first priority for a home care and hospice leader is ensuring that team members feel valued and have their voices heard, especially when setting goals or making decisions. Listen to your team when reviewing and setting goals; Maybe they have suggestions on other things they are experiencing while in the field. Encourage your team to share feedback when implementing a new practice or policy. Pay attention to what is going well and what can be improved.  

2. Recognize and acknowledge important moments  

Peers and colleagues often do not have visibility into the impactful moments shared each day inside patients’ homes. As a leader, make a conscious effort to provide recognition for team members. Celebrate team members for going above and beyond, recognize them for their impressive listening skills, or show appreciation for collaboration and teamwork between nurses, aides, and social workers.  

Meaningful recognition is at the heart of Wambi’s culture transformation solution. The platform is driven by meaningful stories, human-to-human interactions, and moments of connection. With Wambi, leaders can recognize and encourage their teams, building a culture of gratitude where team members feel valued and stay. 

While it may be easy to celebrate positive moments, it is also crucial to acknowledge the challenging times. During a Moments Move Us podcast episode, Annette Walker, President of City of Hope, Orange County shares, “People who are in pain desperately want someone to help lift it or acknowledge it. When we act as if nothing happened, that’s even more painful. If you have the chance to acknowledge the pain, it’s always appreciated.” It may be difficult to find the right words but being present for someone who is struggling helps them to feel seen. This is especially impactful if it is coming from their leader.  

The catalog of Wambi designs includes an “Everyday Moments” category to ensure users can acknowledge all moments—positive and challenging. In the face of adversity, these designs remind recipients that they are strong, they make a difference, and they are enough. Every day will bring challenges, but celebrating teamwork and collaboration reminds everyone they are not alone, building connection across the team.  

3. Share personal stories and anecdotes 

Without opportunities for impromptu facetime, it can be difficult for leaders to connect personally with team members. Leaders continue to search for ways to demonstrate their ability to be understanding and compassionate to be more collaborative leaders. In “Vulnerability is a Strength, Not a Weakness,” we explore how great leaders understand the importance of recognizing powerful human experiences and the role that vulnerability plays within them. By sharing personal stories with your team, you allow yourself to be vulnerable, which gives your team the space to do the same.  

With Wambi’s culture transformation solution, leaders can share posts with text, photos, or videos for announcements, celebrations, stories, etc. For Wambi clients, the newsfeed has become a safe place for leaders to write comments, post videos, and more. It helps break down barriers and shorten the distance between leaders and frontline workers.  

4. Connect to purpose   

The biggest motivator for healthcare professionals is impacting others; that is the reason they joined the healthcare industry. Home health and hospice workers build relationships with those they care for and their families. Listening at the bedside and resolving issues for the family, the patient is their true north. To inspire and motivate these healthcare workers, recognition and gratitude directly from those they care for can be incredibly meaningful. 

With Wambi, patients and families are empowered to share recognition and gratitude at the point of care. By connecting to purpose and harnessing the power of the patient voice in real-time, healthcare facilities can transform their culture and impact both the patient experience and the caregiver experience. Additionally, with the “Patient Excellence” category of Wambi designs, Wambi users can send a note acknowledging a moment to keep the patient and their families front and center.  

Larry Y., a home health physical therapist received this meaningful Wambi from a patient:

“Larry always arrived right on time and was respectful of our time. He was pleasant, knowledgeable, and professional. I had complete trust in him right away and appreciated his input on my recovery needs. He answered every question I had with simple and easy to understand language. He even addressed questions I didn’t even know I had yet. All the information and advice he gave me was accurate and much appreciated. Larry put my mind at ease and explained things that no one else had. He really was a lifeline to me several times and I came to rely on him completely. He provided his phone number to me and returned the one call I made in no time — such a relief to know that there really was someone who was available when I needed them. And his humor . . . what a gift that was to put both me and my husband at ease. I can’t say enough good things about Larry. How wonderful to experience a person who not only knows his job inside and out, but also enjoys his work. That truly makes a huge difference in how he relates to his clients. Loved this experience!”

5. Find opportunities for fun 

Because they work in remote settings, home health and hospice team members may not know each other personally. To build camaraderie, especially when onboarding a new team member, find fun ways people can get to know one another.  

The Wambi newsfeed is a great place to share funny jokes and stories, acting as a virtual “water cooler.” For example, you can ask your team about their favorite vacation and encourage them to share stories in the comments.  

Looking for more ideas on questions and stories you can share? 

• If you could have one superpower, what would it be?  
• What is your favorite holiday and why?  
• What song are you listening to on repeat lately?  
• What is your favorite thing you bought this year?  

By elevating all of the meaningful moments that happen throughout a healthcare system, we allow organizations to operationalize a culture where team members feel seen and valued and experience a sense of belonging. This is not limited to home health and hospice caregivers but across the entire enterprise.  

Interested in brainstorming how you can better support your healthcare team? Check out additional resources.