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śIf 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

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

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

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

Categories: Articles - Patient Experience


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