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Fresh, usable ideas to help your team think differently about patient and team engagement

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Three things Sister Jean can teach us about improving patient and employee engagement

Spring is indeed a time of renewal, hope and miracles: life returns outside our window, the season of Lent … and, of course, March Madness. During the opening days of play, the first-time-ever defeat of a #1 seed (Virginia) by a #16 seed (University of Maryland – Baltimore County) promised to be the story of the tournament. Then along came Loyola Chicago.

Even if you don’t like the Catholic Church and couldn’t care less … Read More

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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

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“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

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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

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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

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