Latest / Healthcare Leadership Excellence
Episode 134: What Great Healthcare and Trader Joe’s Have in Common with Dr. Rob Orman
Dr. Rob Orman is back, and we’re talking about something most of us notice but rarely talk about in healthcare: customer service. Or, as Rob reframes it, the “patient experience”. We swap stories, both stellar and frustrating, and dig into why simple things like eye contact, clear communication, and listening can make or break trust.
Rob explains the difference between giving people what they want versus what they need, and how great care requires both compassion and clarity. He shares what it takes to lead tough conversations, especially during end-of-life care, and how to stay grounded…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.