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...
During focus groups, I often ask patients what makes them feel confident in a healthcare organization or provider. It’s no surprise to me that their responses have little to do with credentials and a lot to do with behaviors and statements made by staff and providers.
Patients usually tell me that they want to feel respected, valued, informed, and included in decisions about their care. The things that instill confidence in provider competence usually come down to how well they communicate with the patient both verbally and non-verbally. Read more...
I discovered years ago that it is really important to connect the brain to the mouth before the latter starts moving. Most of us develop an internal filter that starts working at an early age and, with any luck, continues to function throughout our lives. That filter can save us from embarrassment at the very least, and law suits in worst case scenarios. Unfortunately, we all have those nasty little lapses when we find ourselves prying the proverbial foot out of the mouth.
