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The term “patient experience” is all the rage. Many associate the term with amenities and customer service. While those things are certainly part of it, the patient experience encompasses more than friendliness and frills. The patient experience is the unique … Continue reading →

It’s nice to be recognized and rewarded – especially when we think others don’t notice the effort we put into our work. But recognition events can be costly. Here are a few ways to recognize and reward your employees – … Continue reading →

I recently read Gretchen Rubin’s The Happiness Project (2009), which recounts wisdom and lessons learned while tackling resolutions in various arenas of her life (energy, mindfulness, marriage, etc.). She writes, “To be happy, I need to think about feeling good, … Continue reading →

Think about your children’s first trip on an airplane. As a parent, you probably did not warn, “We will have to wait in line for a very long time. The food is bad. Your ears might hurt.” Instead, you likely … Continue reading →

After I present the benefits of engaging staff in discussions about creative ways to wow patients and provide excellent experiences, I’m often greeted with “…that’s great…but just tell me what to do.” The problem is there is no one-size-fits-all solution … Continue reading →

  All the adversity I’ve had in my life, all my troubles and obstacles have strengthened me. . . You may not realize it when it happens, but a kick in the teeth may be the best thing in the … Continue reading →