The patient experience is made up of dozens of moments of truth, but few are more powerful or memorable than the spoken word. I often ask audiences to think back to a time when they had an encounter with a healthcare organization that has left an indelible memory – good or bad. The stories they share are sometimes heart-warming and other times horrifying, but in every case they stuck like glue.
It’s important for all of us to remember that thousands of stories are unfolding every day in healthcare organizations and each person holds the power to shape that story positively or negatively. In our Power of One© training sessions, we share this wisdom with front line staff. It is the stuff that defines how we interact and how we will be remembered.
Beware of your thoughts, they become your words.
Beware of your words, they become your actions.
Beware of your actions, they become your habits.
Beware of your habits, they become your character.
Beware of your character, it becomes your destiny.