For years, we’ve talked about the importance of hiring for fit. Many leaders believe they can teach technical skills but want to attract talent that is closely aligned with organizational values and with a strong sense of purpose. I’m a firm believer in this school of thought and am delighted to learn that the American Association of Medical Colleges (AAMC) has embraced this thinking as well in its recent re-design of the MCAT exam.
According to an article in The New York Times on April 13, medical school candidates will not only need to demonstrate proficiency in the hard sciences and math but also in behavioral sciences and critical analysis. Read more...
I really love this time of year. The lull that we have around the holidays gives me the chance to reflect on the previous year and set my sights on the great opportunities that lie in the year ahead. Plus, there’s something so refreshing about having a whole year spread out before me with nothing but possibilities! January is a time for setting goals for myself and for my business. It gives me direction and helps me stay aligned with my mission and vision (I have a personal mission and vision as well as for my business.). Read more...
One thing I love about my work (and there are many things to love) is the opportunity to meet and mingle with others who are as passionate about improving the patient experience as I am. When I look at my travel schedule this week, it might appear draining, but, in reality, it has been a rejuvenating experience. That’s because I’ve been able to meet and mingle with people who are in the trenches, doing great things for patients and their communities. That always helps me re-connect to purpose at the same time. Read more...
What goes up must come down, right? This indisputable law has been regarded as a hard, fast fact for hundreds of years, but it doesn’t have to apply to your patient satisfaction scores. Just because your scores go up, doesn’t mean they have to fall again. And on the flip side, just because they go up, doesn’t mean they’ll stay up.
I was recently chatting with a client about what it takes to sustain positive change and I was shocked to realize how many leaders assume that positive changes aren’t sustainable. Read more...
In one of my recent cross-country jaunts, I did something that I rarely do—I checked a suitcase. Why is that rare for me? In my experience, checking bags equates to long waits at best and lost or damaged luggage at worst. When you add fees that are now assessed, it’s a bit comical. Read more...
Last week, the Department of Health and Human Services scrapped plans to mystery shop thousands of primary care practices in an effort to assess access. I must admit, I was disappointed, but not surprised that physicians pushed back with such vehemence. There was an outcry that it was “Big Brother” watching. But the truth is mystery shopping is becoming much more prevalent throughout the healthcare industry.
Healthcare organizations across the country are making use of mystery shopping phone calls to assess access, as well as a number of other criteria that influence patients’ decisions. And what those organizations are learning is often surprising. Read more...
This physician can give you lessons in detachment:
Today, I encountered a physician who has mastered the art of detached arrogance. I wish I could say he was a fictitious character from a novel, but, unfortunately, he was on call when my sister needed help. Read more...
This is the eleventh entry in my in-depth interview with a patient undergoing cancer treatment.
Hope and harmony play huge roles in the healing process. Elizabeth summarizes her views on the healthcare professional’s role in creating harmony.
Elizabeth:
It is now [Wednesday] and I had my treatment this morning. Each dose is getting so much harder. I was really taken aback when the nurse who did the infusion referred to the chemo as my “first round.”
It is now [Wednesday] and I had my treatment this morning. Each dose is getting so much harder. I was really taken aback when the nurse who did the infusion referred to the chemo as my “first round.” Read more...
This is the tenth entry in my in-depth interview with a patient undergoing cancer treatment.
“Is she a patient or a client?” Many of us have debated the semantics used when describing one of the most vital stakeholders of your organization.
Elizabeth:
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This is the ninth entry in my in-depth interview with a patient undergoing cancer treatment.
We talk about the little things that really matter when establishing rapport with patients. Elizabeth shares a few examples of some seemingly minor gestures that left a lasting, memorable impression.
Elizabeth:
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