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During a recent dinner with my husband and Press Ganey CEO Rick Siegrist, we were discussing the importance of customer service for our patients, families and team members. During the course of our conversation, I shared my “Stay in the Car Story” with Rick. He asked me if I would be willing to share this concept with others who are passionate about customer service, so here goes:

The idea came to me over a decade ago, when ...

I am currently pursuing a graduate degree in organizational leadership from the school of technology at Purdue University. The program’s professional studies design enables the work I do for Press Ganey to drive the research and projects I do at school. Recently, I’ve been investigating innovative ways to enhance the development and delivery of Press Ganey’s educational resources to physicians and nurses. I’ve been looking at what aspects of continuing medical education (CME) content lead ...

My doctoral degree is in applied social psychology. Note the word applied. A simple definition of social psychology is the study of persons in social settings. Applied social psychology is the application of social psychological knowledge to address social issues. The father of social psychology, Kurt Lewin, once said, “There is nothing so practical as good theory.” In essence, he meant that we should use social psychological theories (and social scientific theories in general) ...