• featured2Should Patient “Satisfaction” Really Be The Standard?
    When the term “customer satisfaction” made its debut in the 60’s and 70’s it was referencing products and logistics. A satisfied customer was receiving the best possible product and having it shipped to their location faster, ...
  • nurse showing compassionCan Nurses Provide Both Medical Care and Compassion?
    Recently, while doing some yearly maintenance touch ups at a hospital, I was talking with my client who is a nurse manager of the Pediatric ER. I was talking with her about the role of the healthcare provider to create a compassionate environment. I ...
  • hospital design, healthcare artAbstract Art in Hospitals?
    It is said that “a picture says a thousand words.” That is the magic of art that it can trigger a feeling, release an emotion or conjure a thought. But if that thought is, “wow, that’s really lame,” or “man, ...
  • the patient experience, hospital designThe Reception Desk – Is It Making a Good First Impression?
    Because I’m in hospitals all the time talking with Unit Managers, Directors and Administration, I see artwork and design that clearly does not inspire a sense of calm, caring and safety. You would think that the reception desk, as the first ...
  • Hospital Horror or Hospital HealingHospital Horror or Hospital Healing?
    I took a friend to the ER recently to be seen for a corneal abrasion. We walked into the ER and this ominous column greeted us. My reaction? Yikes! Might as well add some eyes, teeth and claws because it reeks of monster to me! Now, add a pleasing ...
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