Author: Burl Stamp

by Burl Stamp Burl Stamp No Comments

What does Warren Buffett know about customer experience that we don’t?

Within moments of the recent announcement that Berkshire Hathaway, Amazon and JP Morgan Chase would team up to form an independent health care company for their employees, predictions around their likelihood for success were rampant. Central to the debate was one key question: would the fact that none of the partners have significant experience in the provider industry be a roadblock or an enabler to thinking differently about how health care should be delivered?

Quickly, … Read More

by Burl Stamp Burl Stamp No Comments

“What kind of scar will I leave?” – Thoughts on our Lasting Impressions

Impressions.

As caregivers, we leave lasting impressions on virtually every patient and family we touch. We strive, of course, for those impressions to be positive. But the reality is much of what a patient experiences while in our care is anything but positive: pain … a devastating diagnosis … a discouraging prognosis. These unescapable “scars” are unfortunately part of illness or injury. As caregivers, perhaps one of our most important roles is finding ways to … Read More

by Burl Stamp Burl Stamp No Comments

Sometimes, a cheerful smile and sense of humor is what patients need most

When I speak to audiences across the country, I always share that, first-and-foremost, I learn and draw inspiration from dedicated health care professionals who I’ve had the privilege to work with. But over time, I’ve found that inspiration in patient experience work can come from many places, including airlines and hotels where I spend much of my time when I’m not in a hospital. Antione, who cheerfully welcomes visitors to Delta Airlines’ SkyClub in … Read More

by Burl Stamp Burl Stamp No Comments

Three Straightforward Tips to Bring More Energy to Team Huddles

Sometimes sports analogies are applied too often and are taken too far in thinking about effective management practices. But since we borrowed the term “huddle” from football to describe a brief team meeting, revisiting what makes sports huddles effective – and where we may have lost our way in translation in health care – seems appropriate.

Whether you are a personal fan or not, it is hard to argue that Peyton Manning is one of … Read More

by Burl Stamp Burl Stamp No Comments

America’s favorite doctor offers remarkable insight into how to improve communication

Enlightening perspective on how to improve the care experience for patients sometimes comes from unexpected places. It might not surprise you to learn that one of America’s best-known, most-beloved doctors has authored a book that provides great insights into how to make communication in health care better – until you learn that that doctor is Hawkeye Pierce.

Since he retired as the head surgeon in the 4077th M*A*S*H unit on the iconic 70s television Read More

Top