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If you think you know all about medical mystery shopping, and that it’s not for you, you might be surprised. Mystery shopping reveals key information for improving and maintaining an optimal patient …

Date posted: July 12, 2011 | Author: | Comments Off on Medical Mystery Shopping Myth Busters

Categories: Articles - Mystery Shopping


You’ve conducted a very extensive patient satisfaction survey and you’ve just received the results. You’ve gathered your leadership team together and you’re diving into the data. There’s a lot of …

Date posted: July 12, 2011 | Author: | Comments Off on Listen to Your Patients in Stereo

Categories: Articles - Leadership


Storytelling is ageless. It traces back to prehistoric times when cave dwellers would capture their stories in the form of pictures on cave walls. From Aristotle and Aesop to Shakespeare and Doug …

Date posted: June 7, 2011 | Author: | Comments Off on What’s the Story? Great leaders shape culture with stories that support mission, vision, and values

Categories: Articles - Leadership


Several years ago, I was in the midst of a project that involved phone calls and on‐site work. I wanted to learn more about some of the great changes this organization was making and how it tied into …

Date posted: April 12, 2011 | Author: | Comments Off on Cafeteria Expanded into the old Morgue

Categories: Articles - Mystery Shopping


Years ago, Ken Blanchard popularized the notion of “catching employees doing something right” in his popular book The One-Minute Manager. Blanchard was on to something. Although he brought the …

Date posted: March 10, 2011 | Author: | Comments Off on 4 Tips for Improving Your On-the-spot Coaching

Categories: Articles - Coaching


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