Quotes I Like, 1

“Appreciate that excellence is a form of deviant behavior.  You become excellent because you are doing things that ‘normal’ people do not want to do.”

—Joseph S. Bujak, MD, FACP, 2008

Nothing really captures what the patient experience is really about, in my opinion.  It means that it is not about simply delivering on services, because EVERYONE does that.  It is about chasing that unique spark.  It is not about outside-the-box thinking, it is about what-box? Thinking. 

Be deviant! If we do everything everyone else is doing, and do it the same way they do it, we shouldn’t be that surprised if we find out we are average. We can’t be afraid to try new ideas and new initiatives, including best practices from outside of health care.