Our Philosophy

The Patient Experience is a complex series of interpersonal interactions. Everyone involved in these interactions must internalize the VISION and RATIONALE for providing a great Patient Experience. It must be a constant effort that inspires them to continually improve.

Our approach focuses on key drivers of human behavior and the philosophy that:

• Personal change comes from within and it is driven by self-perception (identity) and meaning. We provide you with a turn-key program to help your employee achieve consistency in their behavior by linking the patient experience process to their personal identity and calling as healers (VISION)
• Knowledge is power. We provide you with high-yield clinical and non-clinical educational materials to provide your employees ongoing educational training to enhance their skills and understand the evidence and reasons why the Patient Experience matters (RATIONALE)
• We use evidence-based and analytic-driven action plans to drive change initiatives
• We make it easy for you:
  • Our lectures and materials are personalized and re-branded with your logo
  • PDF based and ready to e-mail to your staff or share during staff meetings
  • Provide your Hospital Administrators or educators with ready made materials on clinical principles and patient experience unique to Emergency Departments and Urgent Care settings

"I wanted to take a moment to thank you for the monthly wisdom that you prepare for us.  I started with this company in 2021 there are still many things to learn about our process.

 It's really nice to know what the process is in other departments of patient care.  

I appreciate all the work and effort that goes into planning and preparing these educational modules." -Paul H. Clinical Pharmacist, Wisconsin

" Your patient stories always inspire me! Thank you so much! "-Peggy M. PAS, Pittsburgh

"Dr. Torres, Thank you for the useful Mock-Code reviews!" -Robin C, Physician, Texas

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"I just want to let you know I really enjoy these lectures and find them very informative.

 Thank you so much for taking the time putting them together!"

-Melonie D, RN, Texas

"Thank you for your touching and well-written message. You gave me a lump in my throat! I appreciated the opportunity to benefit from your insights on empathy. It is helpful to be reminded of why we all chose to go into health care in the first place." Laura H, CEO, Nevada

" Thanks for sharing this important message. A necessary reminder of our position and role in this profession."  -Ahmed M, Physician, Idaho

"I must say thank you for this learning experience.  The mock code presented was truly great.  The scenario presented was one that we do see in the emergency room on occasions.  Running mock codes has many advantages that improve patient care.  It keeps our resuscitation skills sharp in a non-threatening learning enviroment.  We become more familiar with what medication and equipment is available, where to find them and how to use them.  I thank you for this opportunity to practice our skills and improve our knowledge." -Carol F. RN, Texas

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"I really like your presentation “the healing in-service” and have encouraged my staff to read it and think about it when dealing with our difficult pts. 

I also watched a special documentary on The Ritz Carlton customer service experience not long ago myself! 

 I think it fits really well with what we are trying to deliver here." - Lori M. Manager, Texas

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