Mystery Shopping 2.0: The Pride Audit
By Kim Court There aren’t any quick fixes when it comes to transforming an organizational culture to create better patient or customer experiences. But there are a few tools [...]
Caring For Others During a Hurricane: This Is What We Do
When A Crisis Happens - a story from a nurse friend on the front lines during Hurricane Harvey. How you can help with hurricane relief efforts. On our blog: [...]
Healthcare In A Hurricane: This Is What We Do
It’s hard not to be moved watching the images of Hurricane Harvey, which ravaged Texas and Louisiana and Hurricane Irma, which barreled through the Caribbean and the entire state of [...]
How Long Should We Make Patients Wait?
In the absence of information and good communication, chaos and anxiety will fill the void. I just saw a post on a Facebook community board from a woman who [...]
A New Kind of S.O.P – The “Department Playbook”
In virtually every clinical setting I’ve visited over the last two decades, there has always been some kind of Standard Operating Procedures manual, or SOP. When I took a [...]
The Ticket To Building Empathy
Have you ever tried to walk on crutches when you didn’t need them? It’s hard! What about operating a wheelchair when you didn’t need one? That’s even harder, right? [...]