Healthcare Reform

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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

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Three Messages Your Staff Want and Need to Hear Most

Whether you are a senior executive, middle manager or frontline staff member, health care seems to get more complicated every day. Endless regulations, increasing financial challenges, pressures to guarantee quality and safety. And now, the uncertainty of health care reform.

But while the issues become increasingly complex, the communication frontline health care professionals need most from managers arguably becomes more straightforward, focused and— perhaps counterintuitively— basic as times get more complicated.

Think about frontline employees’ … Read More

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