Customers come second: That’s something health care can learn

“Management’s overall aim should be to create a system in which everybody may take joy in his/her work.”
– W. Edwards Deming

“Your skin is not thick enough to hear me yell for even ten minutes!” a 92-year-old patient’s family member shouted at me while attending a care plan meeting. I was soon asked to leave the room left with case manager, social workers and mid-level managers.

Later that evening, as I claimed …

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