Taking Customer Service to New Heights
At 35,000 feet above the earth, moving at 550 MPH, I open my laptop and get busy to work. Suddenly, a nice person walks by and says, “Excuse me [...]
On The Path Toward Exceptional Patient Experiences
Our team recently wrapped up a workshop with the dedicated professionals at Baystate Health Women's Services in western Massachusetts. Their team consisted of caregivers and staff from every department [...]
The Link Between Kindness and Loyalty
It just makes sense, doesn’t it? If you treat people with kindness, they’ll reward you with their loyalty. It’s a simple concept, but it’s not always easy to instill [...]
Which Patient Belongings Bag Would YOU Prefer?
When talking about the patient experience, it’s important to remember that it’s often the little things we take for granted that can leave the biggest impression. For instance, healthcare [...]
Wishes
One of the things I always try to do when I interview providers, staff, or patients is give them a “wish.” I tell them to imagine that I could [...]
Healthcare Car Lot
A post by ILS team member, Eric Kidwell: One of the things that makes healthcare so different from anything other business is that very few people are competing on [...]