Graffiti in Healthcare
Our theme this month is: GRAFFITI. We define graffiti as anything that either distracts or detracts from the ideal patient or customer experience. It can be physical or verbal [...]
Do Your Patients Need A Rosetta Stone?
In 1995, I stood in the middle of a street in Paris, France completely overwhelmed. I was with some girlfriends and we were all excited to practice our super [...]
ACHE Healthcare Executive Magazine | “Become a Next-Tier High-Reliability Organization” by Jake Poore
Become A Next-Tier High-Reliability Organization| ACHE Healthcare Executive Magazine by Jake Poore A key step to becoming a next-tier, high-reliability organization is not just improving safety protocols but also [...]
Keeping Everyone In The Picture
There’s good and bad that comes from having worked at Disney for so many years. The good comes in the form of fond memories, lifelong friendships, and if I [...]
It’s Not The Doctor’s Fault – It’s The Culture
There’s never a justification for rude behavior toward a patient. But if we look closer, sometimes there’s an explanation. A video recently surfaced of a doctor who mocked and [...]
A Legacy of Creating Happiness
If you’ve visited the Grand Floridian Resort at the Walt Disney World in Orlando anytime in the last 20 years you were probably greeted by a kindly old gentleman. [...]