A book about how workplace culture impacts the patient experience.
  • I hope many people read the book and work to turn workplaces around from places of drudgery to places of joy.

  • What a provocative title for a super book.  The book is fun and easy-to-read but with a message that is so powerful today as we face recruitment, retention and succession planning challenges.  You’ll laugh and you’ll cry – after all, this is healthcare!!

    – Lynne Cunningham, StuderGroup

  • Speakers complemented each other well.  Very enthusiastic and engaging.

  • Great information with a sense of humor.

  • Fantastic!  Far exceeded my expectations.  In my 18 years at ACHE, one of the best sessions I’ve attended.  Minimal slides (good) and a lot of pertinent examples!  Loved it.

  • Excellent session, energetic and informational speakers.  Very helpful employee engagement ideas.

  • Very engaging and nice job with crowd participation!  Lots of energy.

  • Thoroughly enjoyed the stories and group participation.  I now have many ideas to take back to my organization and implement.  Awesome session!

  • What a dynamic presentation!  Best one so far!

  • Presenters were very engaging and charismatic.  The best presentation I’ve been to in the past two days!

Leading Change By Changing The Way You Lead

In the last 5 years, we have seen a sea change in healthcare.  The term ”consumerism” has taken hold, meaning that healthcare consumers are now empowered to take ownership of their own healthcare.  This is the result of several converging trends.  First, information about the cost and quality of healthcare delivery is readily available to the public. You can compare physicians and hospitals with ease in a couple of clicks.  Couple that with the advent of high-deductible health plans and the consumer now has the requirement (and financial incentive) to manage their care more proactively.


This has resulted in hospitals and other healthcare providers putting the patient at the center of the delivery model.  Rather than focus solely on clinical results, hospitals are correctly realizing that the customer is the patient, and the patient is going to look at their entire experience (“the patient experience”) in addition to the clinical outcome.


But here’s the rub.  In any business, you can’t take care of customers if you don’t take care of employees.  Healthcare is no different.  We must find ways to engage our nurses, administrative staff, physicians, housekeeping staff, supervisors, switchboard operators, etc. so that they WANT to provide great service to their patients.  It’s not that we think patients are not important.  But, there is a direct correlation between employee loyalty and customer loyalty. And with more restrictive reimbursements on the horizon, the pressure will continue to rise on patient acquisition and retention.


We decided to write this book to share data on the connection between employee engagement and patient loyalty, to share stories of how this has worked in our organizations, and to leave readers with practical tools and tips to implement immediate change in their organization.