The Heart of A Great Patient Experience
A post by ILS Facilitator, Bailey Figueroa My mother in law was recently admitted to Sutter Medical Center in Sacramento, CA for scheduled open heart surgery to replace a blocked [...]
Hospital vs Hospitality: Let’s Create Something Remarkable
To a patient, the closest thing to a hospital is a hotel. In fact, if you look it up you’ll see the root word of hospitality is hospital. Coincidence? [...]
Open Early, Stay Late: How Disney and Hallmark Delight Customers
A Simple Way That Disney and Hallmark Delight Customers Sometimes we find inspiration when we're not even looking for it. This morning, I stopped at my local Hallmark store [...]
How Disney Handles Visual Intrusions
Since my family lives in Orlando, we visit Disney fairly regularly. During one such visit, we visited Hollywood Studios and I snapped this photo of an area being refurbished. [...]
Why Do We Call It A “Geriatric Pregnancy”?
A friend of mine is 39 and expecting her third child. It was a planned pregnancy and she and her husband are overjoyed and crossing their fingers for a [...]
The Art of A Sincere Apology (Inspiration From Ben Franklin)
The Art of A Sincere Apology (Inspiration from Ben Franklin) “Never ruin an apology with an excuse.” - Ben Franklin Today is the birthday of one of my favorite [...]