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Fresh, usable ideas to help your team think differently about patient and team engagement

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Are exit interviews a waste of time?

Several months ago in a conversation with a senior human resources executive from a very large, international corporation, he made a provocative statement that initially surprised me. “We’ve stopped doing exit interviews because we’ve found they’re a waste of time,” he said matter-of-factly. His rationale, backed up by conversations with individuals who had left his firm and many others, is that no one wants to burn bridges. They insist that they are leaving because the … Read More

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Want better patient engagement? Help families make better decisions.

Over the past several months, I’ve personally had a front-row seat to a very real, very complex health care decision-making process: my wife is facing major spine surgery. Plagued by chronic back pain for years, she has managed the condition through a combination of exercise, physical therapy, chiropractic care and over-the-counter medications. But when her trusted physical therapist said, “It’s time to think about surgery,” her world changed overnight.

Traditional thinking in health care would … Read More

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“Loyalty is everything!”

loyaltyLoyalty. Such a noble trait that we seek and deeply value in our closest friends, family members and colleagues at work. When used in a business context, it is usually preceded by “customer” and is a primary goal of the marketing strategist.

But it wasn’t a marketing strategist who proclaimed “loyalty is everything” for health care providers earlier this year at the Executive Dialogue sponsored by the Society for Healthcare Strategy and Market Development. Michael … Read More

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The dangers of pursuing the “silver bullet”

Occasionally we update and repost a favorite commentary from the past. This post originally appeared in 2012.

In her remarks at the ninth annual World Congress on Health Care, Shari M. Ling, MD, deputy chief medical officer of the Centers for Medicare and Medicaid Services wisely pointed out that there is “no silver bullet” to achieve better value. Dr. Ling emphasized, “When we start to talk about value, that discussion is really formulated on … Read More

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Making it personal

One of the most rewarding aspects of working with diverse healthcare organizations across the country is the opportunity to learn from so many talented, dedicated professionals. The insights and inspirations I witness are personally gratifying – and enormously beneficial to the other client organizations I work with.

Recently I had the good fortune to meet and learn from Pedro Ceniza, RN, a dedicated assistant director of nursing at Jacobi Medical Center in The Bronx. I … Read More


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Improve patient care by improving communication.

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