By Cathy O’Neill, Director of Quality and Patient Safety, Quinte Health Care
Last week in Part I, I outlined the importance of creating a Pull system for patients to recieve the right care at the right time in the right location as well as the importance of embracing failure as a [...]
By Cathy O’Neill, Director of Quality Improvement and Patient Safety, Quinte Health Care
Cathy O’Neill works in a health network of four hospitals with a plethora of patient services. She has a passion for ensuring patient safety and a determination to find the root cause of problems in order to fix them once and for all. Cathy [...]
By Laurie Clarke, COO, The Tatham Group
If this is true, what is more important than an effective and easy to use way of solving problems?
Nothing. A problem solving method that can be used at every level of the organization and use the customer/strategic direction of the company as its compass is essential [...]
Keith DeFreitas works with the employees to develop skills and tools to serve customers. He believes you should always start by fixing the process before you try to develop training. He’s worked with many industries including banking, auto sales, and soft drink distribution.
I once worked with a car dealership where [...]
By Laurie Clarke, COO, The Tatham Group
I had a wonderful Canada Day long weekend complete with a waterfront festival, outdoor activities, relaxing by the pool, ice cream, ice cream and more ice cream! While doing our best to enjoy the moment there was that nagging feeling like work was just around the corner. [...]
