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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 does Warren Buffett know about customer experience that we don’t?

Within moments of the recent announcement that Berkshire Hathaway, Amazon and JP Morgan Chase would team up to form an independent health care company for their employees, predictions around their likelihood for success were rampant. Central to the debate was one key question: would the fact that none of the partners have significant experience in the provider industry be a roadblock or an enabler to thinking differently about how health care should be delivered?

Quickly, … Read More

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Sometimes, a cheerful smile and sense of humor is what patients need most

When I speak to audiences across the country, I always share that, first-and-foremost, I learn and draw inspiration from dedicated health care professionals who I’ve had the privilege to work with. But over time, I’ve found that inspiration in patient experience work can come from many places, including airlines and hotels where I spend much of my time when I’m not in a hospital. Antione, who cheerfully welcomes visitors to Delta Airlines’ SkyClub in … Read More

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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


WE HAVE A SIMPLE MISSION

Improve patient care by improving communication.

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