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 [...]
Why Do Patients Sue Doctors?
There is both anecdotal and data-driven evidence as to why patients sue. But I have a hunch. It’s because they feel slighted. Ignored. Talked down to. Brushed off. These [...]
How Long Should We Make Patients Wait?
In the absence of information and good communication, chaos and anxiety will fill the void. I just saw a post on a Facebook community board from a woman who [...]
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 [...]
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 [...]
Unexpressed Expectations Can Lead To Unexpected Resentments
Ever buy a set of tires for your car? The price is typically posted on a little sign right on the tires. Let’s say it’s $79 per tire. It [...]