Have you ever wondered what makes great healthcare organizations great? I think about it a lot, having had the privilege of working with some of the very best. I believe that great leaders who know how to influence, inspire, and motivate are probably one of the key dri...

This morning, I awoke to the news that David Bowie died.

Truthfully, I can’t name one David Bowie song or album. He shot to fame when I was working full time as a nurse and raising three kids on my own. Also, I don’t pay much attention to music. It’s just not my thing.

Y...

1. Aim to be the best!

Ever say, “This year my goal is to be average”? No! Who wants to settle for being average? No one! And yet, when organizations set safe, incremental goals, their leaders may as well be saying, “We aim for average.” Why not set the bar so high that...

February 25, 2015

Patients are fearful. And why wouldn’t they be? The hospital environment is as foreign to patients as it is comfortable for us. For example, they fret about whether even the most standard of medical equipment will be used on them and cause unnecessary pain. Every one o...

In the past, the words “fear” and “patients” rarely occurred in the same sentence…until recently.

How do I know? Because, for years, I’ve studied what patients fear about hospitals and healthcare; it’s what I speak about. In fact, I even get Google Alerts to see who els...

Organizations have become frantic in their efforts to improve the patient experience, as well as their scores; the move from volume to value, after all,  has been one of the toughest challenges that healthcare has faced in many years. We try lots of things. Some succee...

September 16, 2014

I recently had the pleasure of consulting for well-respected health system, with the intent of improving the patient experience. Part of the process required my shadowing both staff and management in one particular in-patient specialty area within the hospital. There,...

September 11, 2014

Healthcare has long asked patients to tell us how well we work together as a team. Having been a part of many of those teams over the years, I often wonder: On what grounds do patients have to judge us on team performance? After all, they don’t see us communicating at...

I vacation in Sheboygan, Wisconsin, once a year. That alone amazes me, but something that happened on this year’s annual escape, to visit my in laws, amazed me even more. Every visit is much of the same—a Brewers game, a picnic on Lake Michigan, lots of bike riding. 

Th...

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