As the battle over the Affordable Care Act is waged in Congress, the uncertainty grows for those whose job it is to deliver healthcare to our rapidly aging population. Tom is in San Francisco speaking to the leaders of one of the largest U.S. healthcare providers, Dignity Health.
He remains steadfast: The theme of the speech is Excellence. (What else?) Striving toward excellence in all patient-staff interactions remains the best defense against the madness of the times. Though Tom insists on calling Excellence not "defense," but "offense"—that is, as he told us, "taking the lead and pre-empting the change with superb patient interactions in terms of outcomes and the experience the care provider offers."