Like most of our experiences in life, the patients and families we remember best are the ones whose satisfaction with our care falls at the extremes. On one hand, the family that is effusive in their praise is one everyone likes to remember. At the other extreme, we can’t forget the families who are disappointed and seem to be critical of virtually everything we do. Even months after they’ve left the hospital, the experience of … Read More
Over the past decade, health care leadership rounding has become a best-practice staple for organizations that are striving to improve patient experience, employee engagement and the overall culture of performance. While in healthcare we sometimes act like we invented the practice, it has been pursued in different forms for many years in other industries. If you are a disciple of Lean Manufacturing and the Toyota Production System, you call it “going to the gemba.” Bill … Read More
Regardless of how you lean, leave politics at home.
Sometimes, inspiration for my weekly blog post comes from unexpected places – like a quiet, late-evening dinner on the road.
After a successful day with a client recently, I arrived back at my hotel for a later-than-usual dinner. There were only a few people left in the restaurant, and I was seated near a table of three gentlemen. While I wasn’t interested in eavesdropping, it was … Read More
Several years ago I was leading a management workshop at a very large health system. With over 200 people in the room, there was spirited discussion about the opportunities and obstacles to improving the patient experience in the system’s hospitals. I noticed one of the leaders patiently holding her hand up near the back of the room and made my way back to give her the microphone.
She hesitantly started, “I’m the director of Environmental … Read More