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 …