Attitude: the secret sauce of a consistently positive experience
Every so often, I run into a service star that knocks my socks off and I just have to share. This week it was Kelly, a bright and bubbly waitress who served this bleary-eyed traveler her 6:00 a.m....
View ArticleWhat Patients Told Us about Cleanliness
I had an interesting revelation recently that I wanted to share. In my consulting work, I am frequently asked to help clients understand the patient experience behind the HCAHPS scores. One area that...
View ArticleHeartwire for a Better Patient Experience
There is truly no shortage of tactics an organization can train for, implement, and enforce in an effort to improve the patient experience and, ultimately, its HCAHPS scores. But the “secret sauce” in...
View ArticleHave a Purpose-driven Day
How many times do you hear the phrase, “Have a nice day”? Probably hundreds of times each year. And how many times do you say it? Again, probably hundreds of times. In many if not most cases, the...
View ArticleDon’t Let the Flu Infect Morale
Everywhere we turn there are stories about how the flu is slamming the country. With an epidemic comes high patient volumes that stretch resources across the healthcare system from emergency...
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