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Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant

Book by David Horsager

Trust has been on my mind lately.  I’ve heard the word a lot at healthcare facilities I’ve visited.  Trust is one …

Date posted: July 16, 2019 | Author: | Comments Off on Good Read: The Trust Edge

Categories: Book Reviews


Posted by Kristin Baird

It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient …

Date posted: July 9, 2019 | Author: | Comments Off on Training that Sticks is More than a One-time Event

Categories: Uncategorized


Posted by Kristin Baird

Leaders who want to build a culture of trust will get further, faster through transparency.

Over the years, I have witnessed countless leaders struggling with lack of …

Date posted: June 11, 2019 | Author: | Comments Off on Trust and Transparency

Categories: Culture Organization Building Blocks


Posted by Kristin Baird

These three words are the simplest, most recognizable instructions in the world. The standard for shampoo and conditioner, applies to other areas of life. Take front line …

Date posted: May 28, 2019 | Author: | Comments Off on Lather. Rinse. Repeat.

Categories: Coaching


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