October 7th, 2025
AI spotlights the need for human connection
You may or may not realize it but many of the conversations you have with the companies and brands you’re a customer or client of aren’t taking place with people—they’re taking place with bots, ...
September 29th, 2025
The costly disconnect between what we advertise and what we can actually deliver
Healthcare is notorious for its silos—departments that are hyper-focused on their own work but fail to fully understand how their work needs to link to other departments. Marketing ...
June 10th, 2025
You asked for it, but are you ready?
Patient experience still ranks among healthcare executives' top concerns, and we're often brought in to help organizations dig deeper into what's behind their patient experience scores.
"We want to know how to improve," they ...
May 20th, 2025
Compassion is the Foundation of Human-Centered Care
This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings.
In the ...
March 18th, 2025
Fostering Accountability to Build an Excuse-Free Culture
Nobody likes to admit they made a mistake, admit that they were wrong, or admit that their performance wasn’t quite up to par. And yet, that’s exactly what we all need to do in ...
February 25th, 2025
My friend “Terry” recently shared a story with me that is a great reminder that what may be a common experience for healthcare professionals can be terrifying to the patient. Terry said that her brother had an uncontrollable nose bleed. ...
January 13th, 2025
Many hospitals and healthcare systems may be not-for-profit, but that doesn’t mean they don’t want a healthy bottom line. Healthcare organizations are laser-focused on return on investment (ROI) these days as they deal with increasing competition, increasing patient demands, and ...
November 26th, 2024
Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...
November 5th, 2024
There are certain industries where technology will never entirely replace the human element and person-to-person interactions. The healthcare industry is one such example. While technology has proven to be an important aid in many ways, there is just no replacement ...
October 15th, 2024
We talk often about the importance of organizational values and espoused culture
matching employees’ reality. Saying you’re committed to supporting employees and
providing a healthy work-life balance isn’t the same as actually demonstrating that those
values are real.
The same kind of disconnect can, ...