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 [...]
A New Kind of S.O.P – The “Department Playbook”
In virtually every clinical setting I’ve visited over the last two decades, there has always been some kind of Standard Operating Procedures manual, or SOP. When I took a [...]
A New Level of Customer Service: The Great Napkin Switch!
I have no hesitation at all rewarding great customer service. And excellent customer service is just what I got at a restaurant recently. I was at an airport in [...]
Sometimes Is The Enemy of ALWAYS
I am honored to be featured on the Beryl Institute's Guest Blog this month talking about what it takes to create a culture of always. What does that mean and [...]