Now Boarding: Frustrated Passengers
Recently, I was in an airport where harsh weather conditions caused many flights to be delayed, including mine. I was eager to get home and the delays meant I’d be [...]
The Chief of Hugs and Kisses xoxo
Every Valentine’s Day, the ubiquitous “XO” symbol appears on cards, letters, stickers, candy hearts and Hallmark commercials. It’s everywhere. But where does this symbol come from and what does [...]
Call Patients By The Name They Prefer
Is there a difference in how you feel when you walk into your doctor’s office versus the local coffee shop? How do they greet you? DO they greet you? [...]
Taking Customer Service to New Heights
At 35,000 feet above the earth, moving at 550 MPH, I open my laptop and get busy to work. Suddenly, a nice person walks by and says, “Excuse me [...]
Which Patient Belongings Bag Would YOU Prefer?
When talking about the patient experience, it’s important to remember that it’s often the little things we take for granted that can leave the biggest impression. For instance, healthcare [...]
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 [...]