Intelligent Kindness Quotes

“It means daring to consider the work as a psychosocial enterprise, involving human relationship, emotion and the capacity to think about and care for others. There are undoubted benefits from looking at processes and efficiency. But unless we hold the focus on what helps healthcare staff use their own personal and collective resources to face, make sense of and respond to patient experience and need, such an approach is bound to let us down.”
― John Ballatt, Intelligent Kindness: Reforming the Culture of Healthcare

“Staff who feel like cogs in a machine, or who are frustrated by the gap between intentions and reality, are unlikely to be able to bring kindly attention to the patient.”
― John Ballatt, Intelligent Kindness: Reforming the Culture of Healthcare