Tag Archives: Flip #35

Get Tested! Clinicians share their own stories to encourage patients

By Whitney Bowman-Zatzkin

We’re all vulnerable at different points in our life, and sometimes we are lucky enough to provoke a moment of awesome and inspiration from the depths of our vulnerability to inspire those around and ahead of us.

Flip the Clinic had the gift of capturing such a moment this year when we visited our friends in San Francisco at the Southeast Health Center.

We’ve featured Dr. Keith Seidel’s Apple Store-inspired, Flip the Clinic contributions both in our Flip #35 and our recent “Flip the Clinic is You” video. His team of patients and clinicians and staff have gone on to produce a “tactical nurse” approach to the morning check-in meetings, they’ve implemented a happiness voting system with patients when they leave the appointment so the team can, in real-time, know what the patient experience is like, and, they’ve come together as a practice to support Keith during the year he faced in 2015.

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On the Unexpected Power of Bringing Heart to the Hospital

By Flip the Clinic

Last month, the well-known management expert Gary Hamel wrote an article for the Harvard Business Review. In it, he provided a powerful example of how small shifts can bring about powerful change—without depending upon funding, new technology, or an industry-wide revamping. It began with a story of a health system struggling to improve its abysmal patient satisfaction scores. Despite investing in tracking food quality, call light response times, effectiveness of communication with patients, and other reasonable metrics in its hospitals, the network of facilities wasn’t seeing any improvements.

Investing more money to improve amenities or to bring on extra staff would have both been logical fixes if the health system had the budget to do it. It didn’t.

After considering the problem for a few weeks, the system’s new CEO, Hamel’s brother Dr. Loren Hamel, landed upon an unconventional idea. He decided that every day would be “Bring Your Heart to Work” day. Read more