Creating a Patient-Driven Model For Care
In your organization, think about what specifically has become so imprinted in your culture, in your daily operation, in your interactions with customers (and each other), and even your physical [...]
Handprints In The Hallway: How Disney Connects Employees To Something Bigger
One of the backstage areas at The Great Movie Ride attraction at Disney's Hollywood Studios. Think back to all of the former jobs you’ve held and the [...]
How To Create Peace of Mind For Patients
In healthcare, our number one job is to figure out how to lower fear, anxiety, trepidation, and surprise so we can create peace of mind for patients and families. [...]
On The Saddest Day: How An Act of Kindness Exceeded My Expectations
A couple of months ago, our family dog died unexpectedly. Cheery way to begin a blog post, right? But it’s true. He collided with another dog in a freak [...]
Unexpressed Expectations Can Lead To Unexpected Resentments
To a consumer, the word transparency means clarity and being upfront with the true cost of a product or commodity. It's a great concept, but how often does it [...]