A reliable patient-experience adheres to the old adage: where you end up often depends on where you begin. Reliability and excellence can only happen when your daily world is sure-footed, agile, and focused on what is truly important in your universe. When individuals or organizations allow their environment to become unstable or misdirected, risk and uncertainty become the norm and everyone suffers, most especially the patient.
James will challenge the audience to examine where they “live” on a daily basis, both personally and organizationally. Layering critical high-reliability components with Stephen Covey’s time-honored quadrants, the time spent together will drive each audience member to reflect on their own realities and then develop tangible steps they can take to ensure that where they live on a daily basis is consistent with delivering excellence in patient experience. Using compelling examples from his own experience, audience members will also learn what is needed to recover from non-ideal situations and how they can become a role model, both professionally and personally, for those around them in the pursuit of reliability.