Patients Come Second Quotes

“PRIDE program (Peers Recognizing Individual Deeds of Excellence).”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“BerylHealth got lucky when its employees stepped up to the plate to help the organization expunge a cancer rather than simply getting sick of it and leaving—something that happens all too often in organizations. And losing great people because we as leaders are afraid or ignorant of the behaviors of those few bad apples is something an organization simply cannot afford—especially these days, when it is hard to find and keep great people. Once we have found superstars, we don’t want to lose them.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Don’t forget the paradox we’re talking about here: This is a business in which no one wants to be the customer!”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“The patient experience centers around the story you tell your spouse when you get home from your appointment. Nobody”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Getting in the dunk tank, so to speak, is a purposeful decision. It’s not always easy, but it sure is worthwhile. We’ll warn you, though, that regardless of what you do, you’re going to run into detractors—people who will never buy in. But we’re here to tell you that the risk is worth the reward: Giving people the permission to have fun at work—even when they do serious work like providing health care—creates phenomenal results. Not only will your patients enjoy their experience more, but (we dare say) your associates will enjoy their jobs more as well. What’s not to like about that combination?”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“the sum of all interactions, shaped by an organization’s culture, that influence patient perception across the continuum of care.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Actions speak more forcibly than words, and when actions and words are aligned, engagement will follow.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Hospitals have missed the point that the best way to improve the patient experience is to build better engagement with their employees, who will then provide better service and health care to patients.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Patient-centered care” can be summed up as the way I want my parents to be treated in a hospital.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“care” can be summed up as the way I want my parents to be treated in a hospital. Period.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Patient-centered care” can be summed up as the way I want my parents to be treated in a hospital. Period.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“Given how nervous and keyed up we as patients usually are when we interact with our health care providers, because that’s when we are likely to be at our most vulnerable, the experience of having someone say hello or take an extra minute to make sure we’re okay—let alone send off a thank-you note!—can often outshine any experience we have in receiving the actual physical care. Don’t forget the paradox we’re talking about here: This is a”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead

“transporter? It is important for leaders to demystify language so that every member of the team understands the goal and can have the authority to achieve it. “Patient-centered care” can be summed up as the way I want my parents to be treated in a hospital. Period.”
― Paul Spiegelman, Patients Come Second: Leading Change by Changing the Way You Lead