Care Improvement

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Sometimes Silence Isn’t Golden: Improving Patient Engagement by Encouraging Openness

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

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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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