Over the next few months, I am going to be writing and reflecting on a wonderful book I have read numerous times, “Hardwiring Excellence” by Quint Studer. I have read it numerous times, even listen to the audio book on long road trips. Here is a book that is the beacon for those who lead hospitals, work in hospitals, and care about patients and employees. Quint Studer is a pioneer in patient satisfaction and laid the groundwork for all the benchmarking in patient satisfaction scores. The goal for me is to relate his teachings and methodology into a digital communication paradigm, one that is leveraging social media everyday to build relationships not only with the consumers but those inside operating hospitals.
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