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We’ve all heard the saying, “You never get a second chance to make a good first impression.”  While there is truth in that statement, let’s not forget the importance of the last impression. It’s the …

Date posted: March 27, 2018

Categories: Patient Experience


A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having …

Date posted: March 13, 2018

Categories: Customer Service Skills


Posted by Kristin Baird

Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses …

Date posted: March 6, 2018

Categories: Accountability Culture Catalyst Excuses


Most people it seems, want to avoid conflict. In fact, taking the path of least resistance is a law of nature. But that path of least resistance can also slide into avoidance behavior if you aren’t …

Date posted: February 27, 2018

Categories: Leadership


A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk …

Date posted: February 22, 2018

Categories: Patient Experience