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Healthcare organizations are beginning to embrace the concept of a Chief Experience Officer – an individual responsible for ensuring service excellence throughout the organization. While I can see …

Date posted: May 1, 2010 | Author: | Comments Off on Lead, Follow, or Get Out of the Way!

Categories: Articles - Leadership


Face it. Dig beneath any organizational issue and you’re likely to find communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those …

Date posted: April 1, 2010 | Author: | Comments Off on Gossip and Grudges and Gripes–Oh my!

Categories: Articles - Patient Experience


Later this month, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) begins live reporting. Are you prepared to be compared on a national quality report as perceived by your …

Date posted: January 1, 2010 | Author: | Comments Off on HCAHPs is coming. Are you prepared?

Categories: Articles - Healthcare Trends


Typically, organizations pour a lot of effort and brain power into developing powerful mission, vision, and values statements. The final results of arduous brainstorming sessions, these statements …

Date posted: January 1, 2010 | Author: | Comments Off on Mission Check: How to keep your essential promises

Categories: Articles - Leadership


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