“I believe in Jim’s Patient Centeredness program, and I have never seen such a reward/recognition/thanking environment that has been created due to these concepts. We, nurses, techs, physician providers, case managers, social workers, etc., have really gotten to know each other on a more personal level, thanked each other with Shining Star recognition cards, and the collaborative relationships are fantastic. Thank you goes a long way, and I feel that we, as a team are more comfortable reaching out to each other to let each other know that a great job was done.”

“When I was part of the Hospitalist team at Medstar Montgomery Medical Center, we had a very good team of physicians, but our overall doctor communication patient satisfaction scores were low. Jim supported the entire team of hospitalists by working with us collectively and individually. As a result, the team score improved, and it stayed high after he left. I think Jim helped us see things differently from the patient’s point of view. We were very happy with the improvement.”

“It was a pleasure to have Jim in our midst; he worked with our hospitalist group to improve customer satisfaction. He sensitized our group to the value of patient satisfaction (beyond the obvious financial incentives) and his coaching has helped us come up with new ideas to meet patient expectations. To sum up, we were able to progress from delivering ‘good service’ (something that we already did) to doing a ‘great job’.”