Archive

Healthcare organizations are pressed at every point of care to create an ‘always experience’ every time, for every patient. We face the necessity of continuous improvement in healthcare delivery. Patients are increasingly expecting higher levels of care and service. This type of care takes detailed integration across the entire system which forces organizations to seek […]

Recently, executives at American Airlines, Starbucks, and Build-A-Bear have had to reevaluate and hold up the mirror to see themselves as their customers see them. Starbucks is one company that appears to have seized the opportunity to listen to their customers and make important changes. For example, Starbucks closed all of their stores the same […]

Several years ago, while traveling alone for work, I was taken by ambulance from an international airport to a hospital 1300 miles away from my home. I had to navigate being in the hospital without family or friends nearby for support. The encounter opened my eyes to all the sights, sounds, and feelings patients have […]

In Healthcare, we are braver, stronger, smarter, and more resilient than we give ourselves credit for being. Each day patients are counting on us across the continuum of care not just to deliver exceptional care but also to create a patient experience filled with compassion, dignity, and respect. Some days we may wish we had superpowers. […]