Patients are measuring us on two things: Kindness and the FREQUENCY of that kindness. And yet, we have employees doing their own thing operating in silos.

So how do we move from a culture of sometimes to a world-class Culture of Always where every employee can say “this is how we do things here”?

By using our proven Human-Business-Human® model to create your Department Playbook or an Always Playbook.

I talk more about it in this PX Learning Bite for Beryl Institute. I invite you to watch it and share your thoughts and feedback with me here in the comments or send me an email at