I am honored to be featured on the Beryl Institute’s Guest Blog this month talking about what it takes to create a culture of always. What does that mean and why is it so important? Well, consider patient satisfaction surveys. We know that reimbursement is tied, in part, to these scores. The challenge is that we get zero credit for “sometimes” answers.
Some nurses close the patient’s door to keep the room quiet; some don’t.
Some doctors introduce themselves; some don’t.
Some food service workers stop to help an elderly patient open a milk carton or plasticware; some just drop the food and run.
Patients remember these encounters and they reflect their dissatisfaction on patient satisfaction surveys. So how can we move from a culture of “sometimes” to a culture of ALWAYS?
Read more on my guest post on the Beryl Institute, here.
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