Can We Talk

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America’s favorite doctor offers remarkable insight into how to improve communication

Enlightening perspective on how to improve the care experience for patients sometimes comes from unexpected places. It might not surprise you to learn that one of America’s best-known, most-beloved doctors has authored a book that provides great insights into how to make communication in health care better – until you learn that that doctor is Hawkeye Pierce.

Since he retired as the head surgeon in the 4077th M*A*S*H unit on the iconic 70s television Read More

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A Smarter Approach to S.M.A.R.T. Goals: Writing Better Goals vs. Achieving Higher Performance

If you’ve worked in any large organization during the past 30 years, there is a very high probability that you’ve been encouraged to write S.M.A.R.T. goals.

This easy-to-remember acronym was originally introduced in a 1981 issue of Management Review by authors George Doran, Arthur Miller and James Cunningham. If one of their goals was to develop a memorable model that would stick in management practice, then they’ve been extremely successful. When I speak to large Read More

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Powerful Advice for True Patient Advocates: “Thou Shall Not Stand Idly By”

During this year’s graduation season, my alma mater Washington University in St. Louis published a brief but compelling article titled, “A decade of lasting lessons.” Recalling meaningful advice from commencement speakers and honorees over the past ten years, the article offered counsel from personalities ranging from retired Cardinals manager Tony LaRussa to “Meet the Press” moderator Tim Russert (who sadly passed away just one year after his speech to Washington U. graduates).

While all of Read More

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The Ultimate Compliment for Healthcare Providers

It was almost nine o’clock in the evening when I finally arrived at my hotel in Indianapolis from a long day of meetings and travel in preparation for the full-day workshop I would lead the next day. I was tired, but I was also hungry. I asked the front-desk clerk as I checked in if there was a place nearby where I could still get a quick bite. She pointed across the lobby and said, Read More

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In patient experience work, there’s no “Silver Bullet.” But are you trying to keep too many plates spinning?

In a recent blog post, I argued that the problem of searching for a single, easy-to-implement patient engagement tactic goes beyond the fact that one doesn’t exist. Believing that a simple silver bullet strategy is out there actually stymies continuous improvement, innovation and effective implementation.

So if there is no single silver bullet, one might reasonably jump to the conclusion that a shotgun approach – implementing multiple solutions simultaneously – would produce better results. Read More


WE HAVE A SIMPLE MISSION

Improve patient care by improving communication.

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