A Great Way To Handle Hard Conversations
Hard conversations can happen anywhere. Whether it's a medical exam room, your boss's office or in your child's classroom, there are times when the news is sometimes hard to [...]
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 [...]
The Best Way To Connect With Patients: Caring Out Loud®
What’s the best way to reduce patient complaints? First, it’s important to understand what patients are complaining about related to their care experience. A 2016 study published in the [...]
Coffee Talk
Sometimes a very simple thing can show empathy and caring in a way that feels small but is really important. For example, I was at a Panera Bread in [...]