What Makes An Experience Remarkable?
After having worked for Disney for so many years, [...]
Shake It Off!
Imagine you’re a child with a life-threatening disease and [...]
Cancer Fighters Heal Through Shared Experiences
Three of the most frightening words we hope you [...]
Kevin MD | Patient Experience Builds Brand Equity
Health care in the U.S. continues its radical transformation [...]
Now Boarding: Frustrated Passengers
Recently, I was in an airport where harsh weather [...]
The Chief of Hugs and Kisses xoxo
Every Valentine’s Day, the ubiquitous “XO” symbol appears on [...]
Call Patients By The Name They Prefer
Is there a difference in how you feel when [...]
The Secret To Being a Great Doctor
A few years ago, Dr. Richard Belitsky of the [...]
Calgon Take Me Away!
I may be dating myself here, but do you [...]
They Brought Me Back Into The Human Race
An extraordinary testimonial from a VP at Stanford Health [...]
A Compassion-Filled Final Farewell
As we all know, death is a part of [...]
Will You Stand Under The Arch?
In any organization, trust and accountability begin with top [...]
Taking Customer Service to New Heights
At 35,000 feet above the earth, moving at 550 [...]
On The Path Toward Exceptional Patient Experiences
Our team recently wrapped up a workshop with the [...]
Is Your New Employee Orientation A Cracker Jack Box – Or a Pandora’s Box?
They say you only have one chance to make [...]
Are You Poisoning The Patient Experience With Jargon Monoxide?
Each industry has its own inside language, don’t you [...]
The Link Between Kindness and Loyalty
It just makes sense, doesn’t it? If you treat [...]
The One Phrase We Need To Get Rid Of
Do you and your employees know the difference between [...]
Which Patient Belongings Bag Would YOU Prefer?
When talking about the patient experience, it’s important to [...]
What Grows In The Garden
The world is filled with plants and creatures that [...]
Tootsie Rolls Can Speak!
A post by ILS team member, Eric Kidwell: My [...]
Be Resolved!
A recent study showed that only 10% of people [...]
Wishes
One of the things I always try to do [...]
Healthcare Car Lot
A post by ILS team member, Eric Kidwell: One [...]
Coffee Talk
Sometimes a very simple thing can show empathy and [...]