Search Our Archives
Search Our Archives
VIDEO: A Department Playbook: Keys To Creating Your Culture of Always
Patients are measuring us on two things: Kindness and the FREQUENCY of that kindness. And yet, we have employees doing their own thing operating in silos. So how do [...]
VIDEO: Jake Talks About Today’s Big Healthcare Announcement
Today, Amazon, Berkshire Hathaway, and JP MorganChase made an announcement that their three mega-successful organizations will partner together to innovate new ways of cutting healthcare costs and streamlining the [...]
How A Simple Sticker Can Reassure Parents
We've shared the story of how Panera Bread works to reassure customers about what's in their coffee cup. How? they take the mystery out of when their coffee was brewed. [...]
Would You Smoke During a Mammogram?
I had my annual mammogram recently when something shocking and unexpected happened. When my name was called, a nurse led me to the changing area. It was warm and [...]
Intentional Cultures Use Intentional Words
Sometimes we don’t even realize the impact of the words we’re using in daily conversation with patients and with one another. Words hold power and the ones we choose [...]
One Great Question To Ask Your Customers
Think about the last customer service rep you spoke with over the phone. Would you hire them to work at your organization? It’s an interesting question and one that [...]
Our Most Popular Posts Of 2017
Our only goal in this space is to provide content that is meaningful to you and your teams. But we know that the most important part of sharing any [...]
How Do You Reward Great Service?
Photo by Igor Ovsyannykov on Unsplash Creative Commons Is there anyone that doesn't like the classic holiday film It's A Wonderful Life? Such a great reminder of [...]
Getting The Right People On The Bus
Do you have the right people in the right seats on the bus? This was a concept introduced by Jim Collins in his book, “Good To Great” and it’s [...]
Customers Want An Emotional Connection: Here’s How To Do It
Have you ever been suckered into staying at one of those timeshare places for hours on end just to get a free _____ (insert the item of your choice here: [...]
Why A Free Turkey Dinner Might Not Be A Good Thing
I have an old book filled with recipes handed down through the generations. On page 112 there's a recipe for apple pie. Page 53 shows a recipe for chicken [...]
Showing Kindness and Gratitude In A Team Meeting – Here’s How We Do It
Like many of you, I hold regular staff meetings with my team. The agenda is usually jam-packed with follow-up items and project updates. But before we get to the [...]
Creating a Patient-Driven Model For Care
In your organization, think about what specifically has become so imprinted in your culture, in your daily operation, in your interactions with customers (and each other), and even your physical [...]
Handprints In The Hallway: How Disney Connects Employees To Something Bigger
One of the backstage areas at The Great Movie Ride attraction at Disney's Hollywood Studios. Think back to all of the former jobs you’ve held and the [...]
How To Create Peace of Mind For Patients
In healthcare, our number one job is to figure out how to lower fear, anxiety, trepidation, and surprise so we can create peace of mind for patients and families. [...]
On The Saddest Day: How An Act of Kindness Exceeded My Expectations
A couple of months ago, our family dog died unexpectedly. Cheery way to begin a blog post, right? But it’s true. He collided with another dog in a freak [...]
The Art of Positive Distraction: Signs, Signs, Everywhere Signs
Do you ever just block out all the directions or signs you see every day? Not the important ones, like Stop Signs or Do Not Enter signs. I mean [...]
Are You Unknowingly Whittling Away at the Patient Experience?
Did you ever run relay races in school? You had to successfully pass the baton off to the kid in front of you and hope you (or they) didn’t [...]
A Lesson From Disney On How To Train Your Trainers
Disney has an ingenious technique for training their trainers and it's somewhat of an insider's secret. It works like a charm and it can work for you, too. Anticipatory [...]
A Billboard, A Spatula and Delivering On The Promise of Your Brand
We’ve all seen them. Those colorful billboards on the highway that boast the local hospital ER’s average wait times. Maybe your marketing team or local advertising firm created the [...]
Tell Your Story
The elevators at Dignity Health Medical Foundation help tell their story. What is your organization’s STORY? Do you know it? Could you tell it in 60 seconds [...]
9/11 We Remember: There’s A Sacredness In Speaking Someone’s Name
There’s a sacredness in speaking someone’s name. Several years ago while working at a college in upstate New York, I was invited to take part in a September 11th [...]
Turning A Random Act of Kindness Into BUSINESS AS USUAL
Most women will tell you that one of the worst parts of going to the doctor is having to step on that dreaded scale. It never reflects the numbers [...]
Mystery Shopping 2.0: The Pride Audit
By Kim Court There aren’t any quick fixes when it comes to transforming an organizational culture to create better patient or customer experiences. But there are a few tools [...]
Healthcare In A Hurricane: This Is What We Do
It’s hard not to be moved watching the images of Hurricane Harvey, which ravaged Texas and Louisiana and Hurricane Irma, which barreled through the Caribbean and the entire state of [...]