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Like most people I have my day job and an outside life. When I am not helping health care organizations improve, I can often be found on a horse practicing dressage, the art of training for obedience, flexibility and balance. The highest form of dressage known to most is performed by the Spanish Riding School in Vienna. Earlier this year, I had an opportunity to spend three days with three-time Olympic dressage coach Jane Savoie. ...

The world of survey research is filled with “research professionals” who tout their methodology for collecting data as the elixir to all of your HCAHPS or other survey ailments. Like the snake-oil salesmen of the 19th century American West or Aunt Polly from The Adventures of Tom Sawyer, the remedies these folks are selling are grounded in nothing more than the salesperson’s own words. In many cases the effects of the snake oil can be ...

Recently I was onsite at a hospital, assessing its clinical, operational, cultural and behavioral activities to identify for leaders the barriers to reaching their patient satisfaction goals. It was late in the afternoon, and I was on a medical-surgical inpatient nursing unit. I noticed a nurse seated at her workspace reviewing physician orders, charting notes and reviewing progress notes. The workspace was a nicely sized alcove located in the hallway across from patient rooms – ...