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Why empathy may be most important in effective care transitions

Even if they’ve never stayed at a Motel 6, most people remember the hotel chain’s iconic ads that ended with Tom Bodett’s friendly reminder, “We’ll leave the lights on for ya.” While hospitals certainly always “leave the lights on” for patients in need, unlike the hospitality industry, “come back and see us soon” is not something you’ll typically hear from hospital staff.

The emphasis on reducing preventable hospital readmissions has focused a spotlight on effective … Read More

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My Memories of Senator John McCain and His Commitment to Healthcare

To the heartfelt chorus of praise, respect and admiration for a great American hero, Senator John McCain, I have to humbly add my memories from the time while I was the president/CEO of Phoenix Children’s Hospital almost 20 years ago.

Each year, leadership from the children’s hospitals across the country would travel to Washington to meet with their Congressional delegations on issues facing children’s health. Some representatives and senators would make time to meet with … Read More

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10 Questions Every Manager Should Ask Every Employee

Inspiration for my columns on best practices to improve employee engagement and customer experience come from many places. Often, I’m the beneficiary of great insights from the work we’re doing with leading organizations across the country. But recently, I was given one of the best lists of questions I’ve ever seen for guiding a truly meaningful conversation between supervisor and employee right in my own hometown … from my wife.

My wife Luanne joined the … Read More

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What Warriors Coach Kerr can teach us about leadership in health care

Rhonda Foster, EdD, MPH, MS, RN, NEA-BC
Principal Consultant, Nursing Leadership

I must confess I am an avid Golden State basketball fan. And this season was, of course, another exciting one to root for the Warriors.

As a leader and student of leadership, I am inclined to view even basketball through a leadership lens.   With that in mind, I believe that Coach Steve Kerr has applied some principles and practices during his years of coaching … Read More

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Are beeping monitors and equipment the noises that really bother patients most?

Because the “quiet at night” HCAHPS question on average receives the lowest responses from patients, it is a common target for improvement activities by hospitals and health systems. As a recent article in Healthcare Finance titled “Everybody’s top complaint about hospitals? Noise, according to HCAHPS data” emphasizes, the loud equipment, beeping monitors and even squeaky wheels on catering carts are usually the first areas of focus for teams that are intent on reducing noise. But … Read More


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