What is the Leader's Secret Weapon?

What is the Leader's Secret Weapon?

Last week, I had the great fortune of speaking to a select group of anesthesiologists and Certified Registered Nurse Anesthetists (CRNAs) at the North American Partners in Anesthesia (NAPA). These physicians and CRNAs are service excellence champions that had stepped up and volunteered to help their organizations improve service and satisfaction for its surgical patients.

Intuitively Humbitious

Intuitively Humbitious

Two years ago, Mo was hired to lead a team of scientists and researchers as a Director in a fast-growing medical device company in Philadelphia. He was excited about the opportunity but also a bit anxious: while he held a Ph.D. and had worked for ten years in various research and administrative roles, he had no formal management or leadership training.

A Culture of Kindness and Accountability

A Culture of Kindness and Accountability

The diabetic overweight patient was at the doctor’s office for a foot exam. After the exam was completed, the patient struggled to put his socks and shoes back on. The doctor knelt down on his knees and gently helped him put on one sock at a time, one shoe at a time. The patient was embarrassed, but he was so moved that a doctor would do that for him. Six months later, he came back to see the doctor. He had lost 60 pounds! He told the doctor: “Your act of kindness inspired me to change my lifestyle and lose the weight. Thank you!”