January 15, 2019

Carol was recently scheduled for surgery which would require a 3-day hospital stay. Despite a rather routine surgery by an experienced and familiar surgeon, Carol was extremely apprehensive about undergoing the procedure.  She had delayed the surgery for several months...

January 9, 2019

Service Excellence must be a priority in healthcare, and can be incorporated into workflow with efficiency in place. Imagine running a business with poor customer service? In time, the customers will stop coming and choose other providers who actually demonstrate comp...

December 11, 2018

As many of you know, last week I participated with Tulane University and The American Hospital Association in New Orleans in a TeamSTEPPS course or Team Strategies and Tools to Enhance Performance and Safety Course.  The attendance was excellent and we shared far too m...

November 13, 2018

Hard wiring Patient Safety into Daily Standard Work. Start by developing and empowering leadership 24/7.

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