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Report Reveals Registered Nurses Least Satisfied in Hospital Setting, Offers Solutions to Improve Satisfaction. Written October 13, 2008. Press Ganey report. Kindness is free. Unfortunately when people are weary, tired and feel beat down nearly every day they leave work. The kindness quotient goes down accordingly. The level of stimuli bombarded on those who actually grace the patient with hands on care must be addressed. Even pilot was kind until it got risky. A persons true virtue is not seen until tested. I'm stating Nurses (at the bedside) are tested daily while others have gracefully removed themselve from the stress of 'caring'.

Posted by Kellyann Curnayn at May 4, 2009 4:27 PM

Free? Absolutely. R.O.I.? Astronomical.

Posted by Dan Gunter at May 5, 2009 8:05 AM

Tom,

I'm reminded of some words you spoke in Atlanta in '99. You described "an accountant's dream... an OBSCENELY LARGE NUMBER divided by zero." That's exactly how I see the R.O.I. for a focus on Excellence and Quality.

Okay, so you may actually have to spend a few bucks to address some Excellence/Quality issues. The R.O.I. is still enormous in the long run. Cut corners on Excellence and Quality, and Gates & Buffett combined couldn't "spend" you out of the hole.

Ritz Carlton... employees allowed to spend $2,500 on the spot -- no forms, meetings, requests, hoops, or hurdles... to fix a customer problem. I asked a Ritz-Carlton manager "How often does it actually happen." The answer I got? "Never, that I've heard of." They simply don't HAVE those kinds of problems.

Think it's something to do with the mindset instilled in Ritz Carlton staffers from day one?

"Duh."

Posted by Dan Gunter at May 5, 2009 11:11 AM

Optimum and to the point.

Posted by Andres Agostini at May 7, 2009 4:38 AM