We must acknowledge that our one-on-one human interactions are at the heart of the consumer’s health care experience. That includes our customer service lines, front desk teams, care management support, scheduling, and practitioner interaction. All of our “improvements” must support and enhance those interactions.
Scott and I go together like "peanut butter and chocolate" - or that was at least what our team thought. Scott is the chocolate - I'm the peanut butter. Together, we shared a magical moment, and I left the stage feeling gratitude. The audience was the real teacher. And all the learning of the day was wrapped inside their stories.