Month: January 2017

I never thought I’d be writing a blog post under this headline. With a wife who is a die-hard Kansas Jayhawk and a son who is a loyal Indiana Hoosier, admitting that I could learn anything from Duke Blue Devils Coach Mike Krzyzewski is unthinkable in my house. Applying a lesson from college basketball to patient experience strategy seems even more improbable. But in December when Coach K suspended guard Grayson Allen indefinitely after he tripped an opposing player, his decision made me think about how well we as leaders in healthcare organizations hold every member of our team accountable for the impact their behaviors have on patients’ experiences. First, a bit of background. If you are not a college basketball fan, the central incident