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Paperwork – it’s one of the biggest roadblocks to patient satisfaction. You’re having pre-admission testing at the hospital. You’re getting registered for outpatient surgery. You’re there for treatment or a diagnostic procedure. And all the while – in this age of technology – you’re filling out the same information on paperwork over and over and […]

Pizza…Yum! I was getting a takeout order at Hawthorne’s Pizza in Charlotte, NC, for the first time. As I walked in, the hostesses greeted me with a smile, asked how they could help, and showed me to the counter where I could pick up my order. As I approached the counter, two staff walking by […]

You need to do it. You want to do it. Do it. In life, there are three levels of action. First, you do things because you need to do them. Next, you do things because you want to do them. Lastly, you just do things – they’re a habit. When most organizations want to get […]