An Unexpected Experience – Just Tell Me What to Do!
One of the things I love most is that pivotal moment when a group of staff or physicians throw up…
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An Unexpected Experience – We interrupt this series…
It truly was an unexpected experience although not the kind we have been discussing in this series… Last Spring, I…
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Empathy in an Unexpected Experience – A Patient’s Story
We always knew we wanted three kids. I don’t know if we wanted to be outnumbered for some sick reason…
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An Unexpected Experience – Dealing with Duration
“Are we there yet? “ “When are we going to be there?” If you took a road trip this summer…
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An Unexpected Experience – Let’s Go!
Quick, name that game? Yes, it’s Monopoly and those who know me or knew me in my childhood and young…
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An Unexpected Experience – It’s All About the Flow…
I love rivers. Growing up, our cottage was on a river in central Pennsylvania. Even though I now hail from…
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An Unexpected Experience – Waiting
Ever been there? Go ahead, you can click on it. I sat there for 3 songs, and midway through the…
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An Unexpected Experience – The Importance of the ED
“Iceberg, right ahead!” Quick… name that movie! If you said “The Titanic”, you’re right! To this day, when I see…
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An Unexpected Experience
It was an eventful night. What was supposed to be a straightforward two-hour flight from Nashville to Minneapolis turned into…
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Improving Communication: The Path to Performance
“The shortest distance between two points is a straight line, Janiece!” My mother said this to me frequently as I…
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Improving Communication: The Puke or Shoot Continuum
No one likes to be sick and let’s face it… puking is the worst. Second to that I guess, is…
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Improving Communication: A Word (or two) about Coaching
What is a coach? Someone who supports you, someone who challenges you, someone who helps you improve? This picture was…
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Improving Communication: Key Strategies
In the last blog I discussed the importance of paying attention to the basics and how that impacts physician communication…
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Improving Communication: Pay Attention to the Basics
What do you notice about this bowl of M&Ms? It’s colorful, yes. Lots of primary colors, yes. Someone’s been eating…
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Service Culture Training: Sustaining & Supporting
Organizations often believe that merely putting their staff through a training program about service will suffice for “fixing” their service…
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Service Culture Training: Implementing the Plan
Instilling or re-shaping the service culture of your organization doesn’t happen overnight. In this series we are sharing some tips…
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Service Culture Training: Developing the Plan
Shaping the service culture in a healthcare organization is not for the faint-of-heart. In this series we are providing practical…
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Service Culture Training: How to Get Started
One of the comments we received on our post that described the “Defy the Asymptote” concept was about patient satisfaction percentile…
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