AI spotlights the need for human connection You may or may not realize it but many of the conversations you have with the companies and brands you’re a customer or client of aren’t taking place with people—they’re taking place with bots, ...
The costly disconnect between what we advertise and what we can actually deliver Healthcare is notorious for its silos—departments that are hyper-focused on their own work but fail to fully understand how their work needs to link to other departments. Marketing ...
How bad-mouthing teammates can destroy patient trust I had an opportunity recently to accompany a family member to an appointment for major surgery. I always learn a lot at these visits and am always attuned to what goes well and areas ...
You asked for it, but are you ready? Patient experience still ranks among healthcare executives' top concerns, and we're often brought in to help organizations dig deeper into what's behind their patient experience scores. "We want to know how to improve," they ...
Compassion is the Foundation of Human-Centered Care This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings. In the ...
My friend “Terry” recently shared a story with me that is a great reminder that what may be a common experience for healthcare professionals can be terrifying to the patient. Terry said that her brother had an uncontrollable nose bleed. ...
“I’m just a nurse.” I can’t tell you how many times I’ve heard that expression from fellow nurses throughout my career. I cringe every time I do. Nursing is a highly honored and honorable profession, and all nurses should be proud to ...
Many hospitals and healthcare systems may be not-for-profit, but that doesn’t mean they don’t want a healthy bottom line. Healthcare organizations are laser-focused on return on investment (ROI) these days as they deal with increasing competition, increasing patient demands, and ...
Holidays aren’t always a happy time for everyone—especially our patients. Many people are sick, or even hospitalized during the holiday season. And, when they are, someone has to care for them. Your staff. Which can take them from their own ...
There are certain industries where technology will never entirely replace the human element and person-to-person interactions. The healthcare industry is one such example. While technology has proven to be an important aid in many ways, there is just no replacement ...
