EP. 135: Real-Time Listening: The Key to Reducing Turnover and Rebuilding Culture

Healthcare doesn’t have a burnout problem; it has a trust problem. In this episode, Hunter Joslin, CEO of Joslin Insight, shares how his company evolved from traditional consumer marketing roots into a healthcare data analytics and workforce engagement platform. During the COVID-19 pandemic, Joslin Insight partnered with organizations like AONL and the ANA to conduct large-scale longitudinal studies, uncovering critical workforce challenges, especially the overlooked struggles of nurse managers. Their research revealed a deep breakdown of trust between frontline nurses and leadership, alongside rising concerns like financial strain, workplace culture issues, and outdated leadership approaches. In response, Joslin developed a real-time employee engagement platform that helped organizations like LA General significantly reduce turnover and rebuild trust through continuous listening and action. Tune in to hear how real-time listening and data-driven leadership are helping organizations rebuild trust, reduce turnover, and transform culture from the inside out! About Hunter Joslin: Hunter Joslin is the President & CEO of Joslin Insight, a consultancy specializing in market research and data-driven decision-making for leading healthcare organizations, providers, and associations. Since becoming CEO in 2022, he has led the company’s transformation into a cloud-based analytics firm and spearheaded initiatives like Beyond Gratitude with AONL and The DAISY Foundation to address nurse leader mental health. He has conducted research and real-time insights work for major organizations, including ACHE, ANA, AONL, and health systems such as UVA Health and Wellstar, with his work featured in outlets like Forbes, TIME, The New York Times, and The New England Journal of Medicine. Hunter holds a business degree from Georgetown University and a master’s in theological studies from Loyola Marymount University, and he serves on the AONL Foundation Board. Source What You’ll Learn In This Episode: Healthcare organizations must adopt data-driven decision-making rather than relying on assumptions or legacy thinking. The COVID-19 pandemic exposed and accelerated deep workforce challenges, fundamentally reshaping expectations of leadership. Nurse managers represent a critical but under-supported group, experiencing the highest levels of strain within the workforce. A significant breakdown of trust exists between frontline staff and leadership, extending beyond dissatisfaction into feelings of betrayal. Traditional engagement methods, such as annual surveys, are insufficient for understanding and addressing real-time workforce needs. Continuous listening and rapid response to frontline feedback are essential for improving culture, engagement, and retention. Lasting organizational improvement requires abandoning outdated playbooks and taking targeted, proactive risks to drive meaningful change. Links & Resources: Connect with and follow Hunter Joslin on LinkedIn or reach out via email. Follow Joslin Insight on LinkedIn and visit their website! Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at [email protected] to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.