Make your resolution a reality
March 21st 2012The new year brings many of us face to face with a daunting set of wish lists. We call them “resolutions” or even “goals.” We look at what we want to accomplish personally and professionally and-having written them down-proceed to ignore them and work in ways that manage to bring about somewhat opposite results. How does that happen?
Handling the patient complaint
March 21st 2012“You’re wrong!” A patient complaint is as powerful as a slap in the face. The words sting and when they come from a patient it most certainly feels like a threat to your integrity. Most people are tempted to show how they cannot possibly be wrong. Most people want to prove not only that they are in the right, but that the other person-in this case, the patient-is wrong.