Archive ORX Session Previews 2017

Patients Come Second

Like any business, in surgery you can't take care of your customers if you don't take care of your employees.

Paul Spiegelman


OR Excellence
Patients Come Second FIRST PRIORITY Mr. Spiegelman's book, "Patients Come Second: Leading Change by Changing the Way You Lead."

Patients come second. How can you dare say that in health care? Simple, says employee engagement expert and ORX speaker Paul Spiegelman. You'll provide patients with improved care by improving the team caring for them. Treat your employees with dignity and respect, and they in turn will treat patients the same way. If it sounds to you like he's turning the traditional healthcare model on its head, you're right. "We can't fix the patient," he says, "until we fix ourselves." Mr. Spiegelman details how the rest of the dimensions of health care will fall into line when your employees come first in "Patients Come Second: Leading Change by Changing the Way You Lead," The New York Times bestselling book he co-authored.

The new order. Healthcare leaders should foster a culture that puts employees' needs first, patients second and financials third. This notion runs counter to the current hierarchy in most healthcare delivery systems, but Mr. Spiegelman says the best way to deliver positive results for patients (or customers in any industry) is to invest heavily in your employees. You want great patient satisfaction survey scores? Empower and develop good employees — not just nurses and physicians, but techs, orderlies, coders and housekeepers — and get rid of the "whiners, losers and jerks."

Paul Spiegelman

speaker profile
arrow Co-author of The New York Times bestselling book, "Patients Come Second" and a columnist for
arrow Chief culture officer for Stericycle, a globally traded public company with more than 25,000 employees.
arrow CEO of the Small Giants Community, a membership organization of small-business leaders, and chairman of The Beryl Institute, a global thought leader around the patient experience in health care.
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