Use Proactive Anticipation To Create Better Patient Experiences
There’s a tool I’ve been working on and refining for years that I’d like to share with you. In speeches and workshops, I talk a lot about a concept [...]
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 [...]
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 [...]
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 [...]
The Heart of A Great Patient Experience
A post by ILS Facilitator, Bailey Figueroa My mother in law was recently admitted to Sutter Medical Center in Sacramento, CA for scheduled open heart surgery to replace a blocked [...]
Precision and Mayhem (Lessons from the Royal Wedding)
Did you watch the Royal Wedding? I sure did. At 5 am I propped myself up on the couch and became immersed in all things royal. Every channel covered [...]