The One Phrase We Need To Get Rid Of
Do you and your employees know the difference between daily job tasks and the role you play in contributing to patients’ overall healing experience? If the answer is no, [...]
Wishes
One of the things I always try to do when I interview providers, staff, or patients is give them a “wish.” I tell them to imagine that I could [...]
Your Locker Room Culture
Two stories from the sports world are showing us how important an organizational culture can be. First, the Boston Red Sox. Just two years ago, they were a culture [...]
If You Fall, I’ll Pick You Up
When my son was born, I was singing him a song called “The Horses” by Kenny Loggins. My father had come to visit and was listening from the other [...]
The Right Way To Say “Thanks!”
In business today, employees have found a variety of ways to respond to the customer who says, “Thank You.” One guy I came across in Springfield, Mass. said, “Ok, [...]
Healthcare, Handoffs, and the Ogori Cafe
There was an amazing place in Kashiwa, Japan for a time, that was part cafe, part performance art, and part experiment in human nature and generosity. The Ogori Cafe [...]