Several years ago, I was in the midst of a project that involved phone calls and on‐site work. I wanted to learn more about some of the great changes this organization was making and how it tied into their mission, ...
The healthcare industry runs on policies, procedures, and evidence-based protocols gleaned from best practices. And, from a clinical standpoint, those policies, procedures, and protocols generally work pretty well. But, when it comes to non-clinical activities—and, particularly, customer service activities—things often ...
Have you ever had that sinking feeling that comes over you after saying the wrong thing at the wrong time? Often referred to as sticking your foot in your mouth, the sensation is, unfortunately, part of the human experience. Filtering ...
A reliable assessment tactic used for years by banks, restaurants, and hotels, mystery shopping has exploded on the healthcare scene in recent years. Although many healthcare organizations measure patient satisfaction, that data doesn't always paint a clear picture of their ...
