When people come to a hospital it’s a new experience, they’re scared. They’re not usually here for a happy occasion — it could be an accident, it could be a loved one facing a major surgery, it could be something terminal. It's not some place they choose to go, it's not Disneyland. It's not a happy experience for most people and what you realize as an employee is that all of us, in order to set those people's minds at rest, you got to treat them like you want to be treated. You have to realize they're scared, you have to realize they don’t understand our jargon, you have to realize that they're not happy to be here. So treat them like you want to be treated and if you do that we will be successful as a hospital and we will continue to thrive and we have.
