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Your Purpose Is To Provide Great Service
The best way to inspire employees to go above and beyond to create a great experience for customers or patients is to connect them to their PURPOSE. [bctt tweet="When [...]
The Link Between The Fear of Flying and the Patient Experience
ILS Vice President Kwesi Johnson A post by ILS Vice President Kwesi Johnson Do you have a fear of flying? If yes, you’re not alone. Up to [...]
A Warm Welcome That Will Melt Your Heart
There’s something almost sacred about the first and last moments of an event. They touch our hearts. And, they’re the ones we tend to remember the most. The birth [...]
Keeping Promises and Reaching A Little Higher
By Kim Court As I scrolled through my Twitter feed today I came across this quote: Don’t ever promise more than you can deliver, but always deliver more than [...]
Caring Out Loud® Creates Memorable Patient Experiences
Clinical excellence is good. Clinical excellence with reminder scripts of what to say and do during a clinical visit is better. Clinical excellence with Caring Out Loud® is BEST. [...]
More Joy, Please
Joy. It's different than contentment. The dictionary defines joy as "a feeling of great pleasure or happiness." And it lists elation, glee, and delight as synonyms. While now is the [...]
Caring For Others Requires “Emotional Intelligence”
Emotional intelligence is the ability to read the emotions of others. It's a valuable skill in any industry that deals with customers, guests, visitors, and of course patients because [...]
How To Shift To A Language of Kindness
I believe the most dangerous phrase in any language — the one that will absolutely derail any plans to improve the patient experience — is this one: Because we’ve [...]
Human Kindness Elevates the Human Side of Healthcare
We've all seen videos on social media that go viral with stories about people performing random acts of kindnesses. And they always make us smile, or sometimes cry. But [...]
A Master Class In Storytelling
Thomas Edison is believed to have said, “Genius is one percent inspiration and 99 percent perspiration.” The idea is that great ideas coupled with hard work is the key [...]
Welcome. Now, Go Away!
Welcome. Now, Go Away! (The Subtle And Not So Subtle Signs We Send) We all want to feel like we belong. Like we’re welcomed and not rejected. It’s a [...]
The Values That Make Disney, Disney
Two of the key drivers at Disney are cleanliness and friendliness. Despite having the most incredible rides, attractions and shows, the two things guests frequently say “wow’d” them was [...]
A True (and positive!) Lost and Found Story
There are just certain places where if you lose something you can pretty much assume it's lost forever. A shopping mall. The ball pit at a kid's playplace. New [...]
When Efficiency Trumps Compassion and Courtesy
Safety should always be the number one priority. But what happens when compassion and courtesy are trumped in our pursuit of efficiency? Picture this. I was in a hotel [...]
Who’s Telling Your Story?
Who's Telling Your Story? Sometimes people just need to vent. But when people don’t have the chance to vent after a really bad experience, their feelings of frustration and [...]
Remembering Orlando Pulse
Remembering Orlando Pulse Incredibly, it's been three years since the Orlando Pulse nightclub shooting. When a community has been pierced by tragedy, a tremendous sense of helplessness often arises. But [...]
4 Words That Make a Powerful Connection
We’ve Been Expecting You Simple enough, right? But there’s power in those four words! I recently traveled to Memphis for work and when I checked into my hotel (the [...]
Picture Perfect: A Disney Story About Mamas & Babies
At Disney theme parks, mamas of babies take good care of mamas with babies. How do I know? Back in the mid-90s, I was fresh out of college and [...]
Tasks Vs. Purpose: A Tale of Two Banks
How old were you when you opened your first bank account? I was about 15. I had a paper route and my earnings were adding up. I asked my [...]
Must-Read Guide To Improving Patient Experience
New Book From Jake Poore: "99 Lessons Learned From Disney To Improve the Patient Experience" Here's what people are saying about Jake Poore's new book: "If you haven't had [...]
Nurses Appreciation Week
Nursing is so much more than a job or a career. It truly is a calling. My mother was a nurse and she embraced that calling for nearly 20 [...]
If Tow Truck Drivers Ran Your Hospital
A post by ILS Vice President, Kwesi Johnson After a long work week, Friday evening is typically the time when many professionals are happy to leave work in the office [...]
Win A Copy of Jake’s New Book “99 Lessons Learned From Disney To Improve the Patient Experience”
We're kicking off #PatientExperienceWeek with a book giveaway! To celebrate Patient Experience Week, we're giving away copies of Jake's new book, "99 Lessons Learned From Disney To Improve the [...]
The Health Design Podcast: An Interview With Jake Poore
The Health Design Podcast: An Interview With Jake Poore Moyez Jiwa, Australian physician and editor-in-chief of The Journal of Health Design, recently interviewed Jake Poore for The Health Design Podcast. In this [...]
Connecting Employees To Purpose
Connecting Employees To Purpose Publix supermarket employees are living out one of the oldest Disney rules I learned way back when I worked on Main Street USA in the [...]