You’ve likely heard this statement before: “When you fail to plan, you’re planning to fail.” The reason aphorisms like this stay around and resonate is because it’s true! When you fail to plan, you …
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Not that long ago, I walked into a hospital and approached the Information Desk. There were three people sitting behind the counter allegedly there to provide information and direct guests. I eyed …
Physicians clearly have a marked impact on the patient experience. While the vast majority of physicians are highly committed to making the experience an exceptional one, like all of us, they may be …
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Last month, we left you with the comment that “what you permit, you promote.” What does that mean? It means that every time you observe an employee do (or not do) something that is contrary to your …
Great pay and benefits, low expectations, no accountability, and you’re likely to get promoted soon.
You wouldn’t expect to see an ad like this, and yet, if you’re not careful, this might be …
For healthcare organizations, it is all about the patient experience. Unfortunately, managing that experience can, as we all know, be extremely challenging. There are so many situations that can make …
We’ve all been there—faced with a critical moment of truth when we might offer some much-needed feedback (constructive or corrective) to an employee, but we let the moment go. Maybe it’s because we …
It can take months, even years, to establish a solid culture of service excellence yet only one unfortunate misstep to destroy the results of all that hard work. Unfortunately, too often healthcare …
