Leadership Begins with Trust

One of the best pieces of advice I ever received was to trust the professional you hire to do the job you hired them for.  As a result of this advice, it's been my experience that when talented people are allowed the freedom to do what t...

What needs go from the size of a building to a postage stamp? Your Logo!

At every step or touch-point throughout your customer's experience with you, from prospecting until billing/payment/checkout, your logo is an ever present visual cue. I have seen organizations take great care when developing a logo; f...

Conducting Quality Meetings to Improve the Patient Experience

You already know how important it is to keep working on improving the patient experience at your hospital. One of the best ways to improve your hospital’s patient care is to gather your leadership team and nursing staff together to shar...

A Lesson in Branding Hospitals

A lot of great products and services actually have two types of brands. They have a corporate brand that represents them as a whole. They also have secondary brands that live under the umbrella of the main brand. These are the...

Three Easy Ways to Ensure Patient Satisfaction

How your hospital can make managing the patient experience a little easier. A good patient experience is the goal for any hospital. Managing that experience is one of the most important things you can do for the communit...