Reducing Social Harm in the ICU

An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in an ICU setting. The results show that many patients, though made well by procedures performed on them, end up still be emotionally troubled and traumatized after the experience. In fact, about a quarter of ICU … Read more

Exceed in Meeting Employee Needs

In a previous post, we spoke of separating steering from rowing. If supervisors and executives aren’t steeped in the rowing—if they aren’t figuring out the do’s and don’ts of a thousand different policies and procedures—than just what is their role? In our work, Lead With Your Customer, Mark David Jones and I note that there are … Read more

Caring Until The End

We took this picture when I was with The Disney Institute a number of years ago. Everything in the box actually belongs to my family, including the picture of my grandmother as a small child, and a quilt made by my other grandmother. We took the picture as part of a Disney Institute program entitled … Read more