A parent advises us to listen

My regular readers know how impressed I am with the folks at Children's Mercy Hospital in Kansas City.  They are fully engaged in process improvement efforts and are always committed to doing better and better.

Part of the program is a series of podcasts hosted Dr. Jason Newland (Medical Director, Patient Safety and System Reliability) designed to help keep the staff up to date on latest developments and ideas.  Here's the latest one, in which Terrence Gallagher, a parent and member of the Children’s Mercy Family Advisory Board, talks with Jason about his family's experience in the hospital.  It comes complete with background noise from his child!

Please listen, in particular, to Terrence's observations starting at about minute 7:50.  The topic is about the importance of listening--staff listening to parents, but also listening to one another.