Is It Too Late Now to Say Sorry? Communicating Medical Errors

Medical Error

It’s no surprise that lawyers and communications professionals don’t always see eye to eye.  This can be especially true when it comes to medical errors, the third leading cause of death in the U.S. Medical errors claim an estimated 251,000 lives each year, but they affect even more, with temporary or permanent injuries. Some people […]

The Healthcare Communicator’s Survival Guide to a Trump Presidency


While president-elect Donald Trump’s inauguration isn’t until tomorrow, healthcare communicators are already feeling the effects of the transition and bracing for change. It’s a new era, for sure, and unconventional, to say the least. But, fear not, we’re here to help you prepare. As we look at Trump’s campaign platforms, cabinet picks, and his most […]

Gen Z: Five Key Insights for Healthcare Brands

Source: Phenomena

Raise your hand if you’re tired of hearing about the Millennials. Employers have been trying to figure out how to deal with Millennials since they entered the work force about 15 years ago and healthcare has been bracing for the changes that they might bring as consumers.  Now, it’s time to start preparing for the […]

When Tragedy Strikes: Communication Lessons from Orlando Regional Medical Center

Orlando Surgeons

In the wee hours of Sunday, June 12th, Orlando Health’s Orlando Regional Medical Center (ORMC) was thrust into the spotlight as the Level 1 trauma center responded to the worst mass shooting in U.S. history.  49 dead, 53 injured.  44 of the victims arrived in the emergency department at one time. A nightmare on every […]

It IS What You Say, AND How You Say It: Four Tips for Providers Communicating With Male Patients

It’s the gender twist to the old saying “you can lead a horse to water, but you can’t make him drink.” When it comes to health, men* often are cast in the role of the horse, with “water” being played by any of the health care providers he needs to see when “dehydration” (illness or […]

What Does Chewbacca Mom Have to Do With Your Hospital? 4 Tips for Creating Successful Video Content

Chewbacca Mom

Are you one of the nearly 150 million people that have viewed the Chewbacca Mom video? Last Thursday, Texas mom Candace Payne went to Kohl’s to return some clothing. She left with a Chewbacca mask and was so delighted that she decided to post to Facebook Live, the livestreaming function launched by Facebook last August. […]

Healthcare Data Breaches – The New Normal?


For healthcare organizations, cyber breaches are less a question of “if” than “when.” Why? Personal medical information is worth 10 times more than a credit card number on the black market. What’s for sale? Names, birth dates, policy numbers, diagnosis codes and billing information. Your health credentials can go for about $10 each and may be used to […]

When Failure is a Good Thing: Lessons from SHSMD 2015


I spent the first half of my week at the Society for Healthcare Strategy and Market Development (SHSMD) conference in Washington, D.C.  While I am so accustomed to hearing case studies about “getting it right” at these conferences, I was intrigued by a subtle theme of why it sometimes is even better to fail – […]

Without a Leg to Stand On: Take 2 – More on My Experience in Healthcare

Last December, I offered four insights that came as a result of seven months of rehabilitation after back and knee surgeries. I admitted that healthcare from the patient’s perspective is quite humbling – and much different than what my 25+ years of healthcare experience had taught me. Here are the four observations that I wrote […]

Bringing Disney Magic to Hospital Wait Times

Dr Mickey

It’s nothing new for hospitals to look to revered service brands like Ritz-Carlton and Disney for lessons in customer service.  Many a hospital has hired one of their consultants to provide counsel on revolutionizing their patient experience program.  As a mom planning a Disney World vacation, it has become even more apparent to me that […]