“Jim’s enthusiasm for our patient experience dialogues was infectious. He helped our team of physicians see things from a different perspective – that of the patient.”

“When I was the Medical Director for Inpatient Specialists at MMMC, I had a great opportunity to work with Jim on physician coaching to improve patient satisfaction. Jim took the time to meet individually with each physician in the group to assess and then suggest ways to improve patient interaction, empathy, and communication. For our hospitalist group to understand patients’ vulnerabilities, Jim had all of us put on the very fashionable hospital gowns and little yellow booties… Even though we were all laughing, we immediately felt the depersonalization that our patients experienced. At other times, he showed us that a subtle change in understanding and wording or tone can make a big difference in the eyes of the patient. Jim also coached me to manage physicians with different issues ranging from behavioral to cultural differences and was a force in ensuring the continuity of quality patient satisfaction during difficult times.”