Photo Source: HRDQ - https://hrdqstore.com/pages/about-hrdq (And Nobody’s Saying Anything About It) I was working with a team recently, and something was happening beneath the surface that nobody was talking about. On the surface, everything looked fine. People were polite. Nobody was yelling. There ...
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
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 ...
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. ...
A friend of mine told me about an experience she had recently while accompanying her husband to a procedure that, while not life-threatening, was serious. The staff were attentive and friendly, but she was disturbed that they were very open ...
In the “old days” it was common wisdom that polite people didn’t pursue conversations about politics or religion with others. It just wasn’t done. But, as they say, that was then—and this is now. Today, political discussions in all sorts ...
You’re in the cafeteria when a political ad comes on the television, prompting a heated discussion among a group of employees on their lunch break. A patient asks you what you think about the upcoming election and Bozo ...
I recently heard a fascinating statistic. According to research from NRC Health, when people feel they are treated as unique, they are 312% more likely to rate your organization as excellent. The question then is, how do we make every patient feel ...
I heard an incredible story last week about a father’s journey through his daughter’s childhood cancer. One thing the father said struck me to the core. He said, “Technology didn’t save my child’s life, communication did.” He went on to share his personal patient experience. His concerns were diminished and his inquiries were delayed until he ...
