Blog Archives

Moving from “What’s the Matter?” to “What Really Matters?”

I attended a conference for healthcare professionals recently, and one of the speakers, the CEO of a prominent health system, left a real impression on me. The session focused on customer engagement and how best to enhance the patient experience.

Posted in CEO, Critical Thinking, Customer Engagement, employee engagement, Healthcare, Organizational Assessment, Patient Experience, Performance Improvement, Performance Issues

The Horrors in Healthcare: Why HMOs Just Don’t Work!

To alleviate any concerns, I’ll start with the happy ending of this tragic story. My 12-year-old son Dylan is just fine. His toe will heal, the staph infection will become a memory of the past, and if all goes well

Posted in Family, Healthcare, Healthcare Reform, HMOs, Insurance, Soccer

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