For the sixth time, I recently facilitated the annual Executive Dialogue of the Society for Healthcare Strategy & Market Development of the American Hospital Association. The unique format of the conference features presentations by three nationally-renowned speakers followed by facilitated dialogue with the audience of senior healthcare strategy executives.
I never thought I’d be writing a blog post under this headline.
With a wife who is a die-hard Kansas Jayhawk and a son who is a loyal Indiana Hoosier, admitting that I could learn anything from Duke Blue Devils Coach Mike Krzyzewski is unthinkable in my house. Applying a lesson from college basketball to patient experience strategy seems even more improbable.
But in December when Coach K suspended guard Grayson Allen indefinitely after he … Read More
Several months ago in a conversation with a senior human resources executive from a very large, international corporation, he made a provocative statement that initially surprised me. “We’ve stopped doing exit interviews because we’ve found they’re a waste of time,” he said matter-of-factly. His rationale, backed up by conversations with individuals who had left his firm and many others, is that no one wants to burn bridges. They insist that they are leaving because the … Read More
Over the past several months, I’ve personally had a front-row seat to a very real, very complex health care decision-making process: my wife is facing major spine surgery. Plagued by chronic back pain for years, she has managed the condition through a combination of exercise, physical therapy, chiropractic care and over-the-counter medications. But when her trusted physical therapist said, “It’s time to think about surgery,” her world changed overnight.
Traditional thinking in health care would … Read More
Loyalty. Such a noble trait that we seek and deeply value in our closest friends, family members and colleagues at work. When used in a business context, it is usually preceded by “customer” and is a primary goal of the marketing strategist.
But it wasn’t a marketing strategist who proclaimed “loyalty is everything” for health care providers earlier this year at the Executive Dialogue sponsored by the Society for Healthcare Strategy and Market Development. Michael … Read More