Tag: systems

High Reliability Concepts: Insights of Value to Any Organization

By: Trude Henderson When I think of a place where miracles happen every day, where the highest focus, safety and consistency are critical, what scenes first come to mind?  A neonatal intensive care unit, the control room of a nuclear-powered submarine, or the busiest airport in the world. Few organizations are as at-risk or mistake-prone as these, but regardless of the industry, size or complexity, High Reliability Organizations (HROs) offer insights that can prove invaluable. A skeptic might respond, “Aren’t…

CX Interview – Dr Vadi Vojdani, Island Dental (Part 2 of 2)

(In the second of two installments, iDENTify is honored to provide Ben Motteram’s interview with Dr. Vadi Vojdani. Part 1 of 2 was published yesterday, 6/6.) Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more to her patients…

How Feedback Enhances the Patient Experience

By Trude Henderson The term patient experience can best be defined as “everything encompassing what a doctor and his/her staff says and does, what a patient says and does, the nature of the office environment and the policies and procedures, both formal and informal, that govern a practice.” Practices can use patient feedback to monitor patient reactions to their experience to ensure that high care and treatment standards are maintained and, if necessary, improved. Patients, especially those with introverted personalities,…