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 was recently dining with friends at a restaurant after having just completed a workshop on service recovery. During my workshop, I had talked about the typical restaurant experience where the wait staff asks how everything is, and, regardless of what you really think about the food, you say, “fine.” I find that about 98 percent of my workshop participants report that they say “fine” in many less-than-satisfactory situations just to avoid confrontation. Read more...
I’ve said this a thousand times: trust is a fragile thing when it comes to the patient experience. I recently had some minor surgery that I’d been planning for some time. Because of my rigorous travel schedule, taking the time out for surgery is no small feat. So I had gone through all the pre-operative steps, including teaching, history, and physical, and was all set except for knowing the time of surgery. I was told that I would be contacted the day before my surgery and given the schedule. Of course, I had to have someone drive me to and from the hospital, so that meant that neither of us knew how much of our day would be required. 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...
Remember the scene from the movie A Few Good Men when Jack Nicholson’s character shouted from the witness stand, “You want the truth? You can’t handle the truth!”? I often feel like shouting that myself. There are so many times I face off with leaders who want us to come in, wave the magic wand, and fix their patient satisfaction scores rather than facing the truth about the underlying culture that is at the root of poor patient satisfaction. 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...
This is the twelfth and final entry of my in-depth interview with a patient after concluding her cancer treatment.
Many of you have followed along as I chronicled Elizabeth’s journey through eight weeks of chemotherapy. I’m very grateful to her for sharing her thoughts and feelings about her healthcare encounters. She is astute and articulate in a way that has helped me tell her story and provided some good learning opportunities for myself and the readers. I’m glad to report that she is recovering nicely and slowly gaining her strength. Today, she shares her thoughts in summary about the experience. 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...
