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“Owning the experience:” Using Real-time to rally clinicians at Riley Hospital For Children

When leaders meet, Real-time feedback is a fundamental part of the organization’s strategic goal-setting; every team meeting begins with reprising the organization’s promise to patients and families; and across the organization, clinicians, managers, and team members are taking patient feedback to heart, as they seek to improve how they serve.

The Relationship Era: Why Satisfaction, Quality, and Value Aren’t Enough to Win Over the Consumer

In the next decade, let’s hope we can consider the consumer point-of-view in measurement or any matter that requires their buy-in or benefits from their insight. In the world of healthcare, everything is riding on the relationship we build with  our consumers. It’s time to stop talking, start listening, and form our  goals  with our most important ally: the people we serve.