• The Welch Way - The Welch Way : About You: Team Members - Provides an interesting insight on the challenges that introverts face. I hadn't seen it from this angle before. Jack and Suzy also come out as extroverts, which explains why I follow them as I do. The actual podcast is worth a listen, here.

As I just got done finished reading the column in Businessweek with the title of this post, I received the following link from Hilary Worthen, MD, about the value of good customer service:

Writing - Cooking - Life » Blog Archive » I Heart Zappos

These ideas must be on the minds of a lot of people these days, as Jack and Suzy Welch also wrote about it in their column “The Importance of Being Sticky.”

The best companies understand that a relationship of trust and engagement pays off handsomely, and this includes empowering staff closest to customers with abilities to correct errors and manage inconveniences.

Think about the analogies we use in health care without even thinking about it….

I recently had the experience of an editor doing a really great job improving an article I am writing for a peer-reviewed publication. One of the suggested edits, though, started with the sentence, “Armed with information, the doctor can….” They gladly accepted my re-edit and commentary that we are not war with our patients, we are at peace with them.

What is our view of human nature within the health care system and should we change it?

April 5th through April 8th:

• Headzoo » WP Anti-Wares - Now it looks like we have to worry about insecure wordpress themes, too.
• Electronic Prevention - washingtonpost.com - Nice writeup of the New York PCIP program. What the writer doesn’t realize, is that a patient portal is coming, so a visit isn’t always going to be required….
• Jack and Suzy Welch: Leader vs. Manager - ‘We’d wager it only comes into play when you don’t want to offend an employee who crosses t’s and dots i’s but couldn’t excite a busload of kids bound for Disney World. In such a case, what do you say? You got it. “You’re a good manager.”‘
• Generation Y’s Bad Rap - It’s not really that bad, according to Jack Welch. I agree.
• The National Physicians Alliance encourages all doctors to join our Unbranded Doctor Campaign — a national network of physicians committed to reducing the influence of pharmaceutical marketing on our profession. - NPA appears to be a grown up version of AMSA. They include consumers in their governance
• Macworld | Mac OS X Hints | Add more power to 10.5’s screen sharing - Economical screen sharing alternatives using Leopard
• Total Value, Total Return: Invest in Health Management Programs -
• Office 2004 for Mac Solution Center - Office 2004 downloads for Mac. Time to upgrade