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If you don’t know where you’re going, any road will get you there,” is an often-repeated quote from Lewis Carroll’s Alice in Wonderland. Paraphrased, it simply means that without goals and a plan …

Date posted: March 12, 2014 | Author: | Comments Off on Intentional Culture

Categories: Articles - Service Excellence

This book will get you thinking about how (or if) you and your organization are significantly and purposefully fostering creativity and innovation. In between some heady and academic, but intriguing …

Date posted: March 12, 2014 | Author: | Comments Off on Good Read: Everything Connects by Faisal Hoque

Categories: Book Reviews

How many patients (or other customers) do you see in a day? Ten? Twenty? More?

On the other hand, how many medical encounters do patients have? If they’re a typical patient probably no more than …

Date posted: December 19, 2013 | Author: | Comments Off on What are your Power Moves for 2014

Categories: Articles - Patient Experience

The difference between mediocre organizations and top performers are not the goals they set, but rather the accountability for achieving goals. As we work with organizations to help them improve the …

Date posted: October 25, 2013 | Author: | Comments Off on Accountability Isn’t Optional

Categories: Articles - Patient Experience

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