Patient Limbo
Equipment and technology malfunctions can happen at any time. Things wear out, are misconfigured, or even misused, all leading to problems with...
Category: Failure
The Patient Experience
Throughout my career, I have worked as a consultant across a wide range of industries. However, my passion is for healthcare.It can...
“Computer says NO” – how to enable staff and trust customers
I had a genuinely hilarious customer service interaction the other day. I had placed an order for my son’s school supplies online...
Leaders and mental health: how to support your people in the best way possible
There doesn’t have to be a crisis looming in order to put the mental health of your people first. In fact, by...
Australian political citizenship saga – where trust and power collide
One of the biggest things in the media at the end of last year in Australia was the political citizenship saga. Unless...
Centrelink: Busy signals are a symptom, not a cause
I have previously written about The Department of Human Services before. The article actually garnered a fair amount of attention, which is...
Disruption for disruption sake
Recently, I read about a new disruptor in China that was looking to become the new Uber… of umbrellas. At first, I...
Failure in demands
I had a really interesting experience the other week. I got an email from AusPost saying that something I had ordered was...