Blog

Blog

3 things to add to every student’s curriculum: Lessons on Communication, People and Resilience

Regular readers of my blog know that my main passion in healthcare is communication and being able to deliver an amazing patient experience. In a way, the term “amazing patient experience” is a bit of an oxymoron—because nobody wants to ...
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Common everyday communication complaints

As physicians go about their extremely hectic days, see patient after patient, and balance it all with an ever-increasing administrative workload, it’s so easy to forget how each and every patient is a unique person with their own story to ...
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Healthcare IT: the frontline physician search for better solutions

I recently gave a keynote presentation to a large information technology company based just outside Boston. My talk focused on the history of healthcare IT, how we got to where we are today, and the current pain points for physicians ...
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5 everyday inappropriate race-based comments I hear as a physician, and how I deal with them

It seems like every other day, there’s a new discussion or debate which emerges about the unique challenges that minorities face in America. This is of course a sensitive topic, because minorities in any arena will always have their personal ...
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The real painting that speaks a thousand words, inspires me, and reminds me why I went into medicine

A few weeks ago, I wrote a brief piece about a chart that speaks a thousand words. It’s basically quite an obnoxious graphic that shows the proliferation of administrators in healthcare, compared to physicians, over the last few decades. I’d ...
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Why can’t satisfaction surveys just keep it short and sweet?

Customer satisfaction surveys are all the rage these days in every industry. Healthcare is a late entry into this arena, as reimbursements have only relatively recently started being tied to “patient satisfaction” and the “healthcare experience”. These surveys, known in ...
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5 ways healthcare IT can impede good communication & patient safety, and what we can do about it

The frontlines of healthcare have been transformed over the last decade as electronic medical records have been rolled out across America. Unfortunately, information technology has yet to live up to its immense promise in healthcare­—a topic that I frequently write ...
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5 things doctors should always subconsciously communicate to patients

Communication is the cornerstone of good healthcare. Despite all the external challenges we face with the system in which we work, those few minutes we spend with patients and their families are precious—and are what we will be remembered for. We ...
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The young guy at the department store who reminded me what great customer service looks like

I was recently in a large department store doing some shopping. I was primarily looking for a suit, and there was a whole section of the store dedicated to mens’ formalwear. As I walked towards the area, there appeared to ...
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The insincerity of customer service without the personal relationships: Lessons for Healthcare

Customer service is all the rage these days in most facets of our lives. America leads the world in this area (however much the public here may take it for granted). I’ve traveled all over the world, and the concept ...
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