Archive: Articles - Patient Experience

Inconsistent, unreliable, and downright rude

Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant I will admit that I have a touch of cabin fever.  I self-quarantined for two weeks after returning from Seattle, just after the first COVID-19 death was reported there.  Just as my self-imposed ...

Lessons from the field: How Committed Are You?

Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant We were working with a senior leadership team recently on culture change, discussing next steps.  The team leader stopped the discussion mid-sentence, turned to the group, and asked, “How committed are you to ...

Lessons from the field: Do you really understand?

Written By: Angela Fieler, MPA, CMQ/OE, ConsultantIn our Power of One training, we spend a lot of time talking about empathy: what it is, how to express it verbally and non-verbally, and what the barriers there are to demonstrating empathy. ...

Lessons from the Field: “You Get 500 Points!”

Written By: Angela Fieler, MPA, CMQ/OE, Consultant As a consultant, I spend a lot of time “in the field.”  Every time I’m with a client, I learn something new.  I try to share these lessons in any way I can.  I had a recent ...