Change

Really, this is Marriott’s idea of providing an excellent customer experience? Fail! Mergers aren't easy, but they don't have to inconvenience customers.  In full disclosure, I am more of a Starwood Preferred Guest (SPG) kinda guy for various reasons. Or at least I was. Or maybe...

Don't Give a Damn About Your People For people to feel they can do their best, they need to feel their leadership has their back. Don’t micromanage. Support your people. Don’t throw them under the bus should something not go exactly as planned. Don’t box people...

New business initiatives, new technology, new processes and procedures, mergers and acquisitions, and leadership changes, all require new behaviors and new ways of doing things. This means transforming your business operations in some way. Most people don’t like change and transformation. As the Borg say,...

Change is hard. Some of you may be saying “duh!” Though many people underestimate how challenging change can be. Anyone who tells themselves change is easy has never lived through it or is choosing to pull the wool over their eyes. Change deals with transitioning...

Guest post author: Monica Eliou, MGA, Managing Director, Healthcare Operations and Technology Healthcare is at a crossroads. The ability of an organization to succeed in an environment of uncertainty is completely dependent on a single-minded determination to achieve its vision and mission. If the mission is uncertain, it...

When it comes to patient care, there is no one size fits all approach. Change is a constant. Patients expect transparent, accessible, responsive, and affordable services.  Providing a great patient experience requires quality care and a patient-centered approach, all while balancing satisfaction scores and revenue cycle...

Speaker Paul Ryan’s healthcare bill crashed and burned last week. There is more to the story than the simple failure to pass a bill in the house - where the Republicans hold a majority 237 seats - yet needed only 217 votes to pass the...