Why Do We Call It A “Geriatric Pregnancy”?
A friend of mine is 39 and expecting her third child. It was a planned pregnancy and she and her husband are overjoyed and crossing their fingers for a [...]
Graffiti in Healthcare
Our theme this month is: GRAFFITI. We define graffiti as anything that either distracts or detracts from the ideal patient or customer experience. It can be physical or verbal [...]
Do Your Patients Need A Rosetta Stone?
In 1995, I stood in the middle of a street in Paris, France completely overwhelmed. I was with some girlfriends and we were all excited to practice our super [...]
3 Ways To NOT Ruin a Customer Experience
A visit to a local theatre recently reminded me that it only takes a few seconds to ruin a customer experience. When the lights dimmed and the curtain rose [...]
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 [...]
Intentional Cultures Use Intentional Words
Sometimes we don’t even realize the impact of the words we’re using in daily conversation with patients and with one another. Words hold power and the ones we choose [...]