
6 ◾ Achieving Patient (aka Customer) Experience Excellence
culture change and how it is best done. I had much success at this on a departmen-
tal level, but I was afraid I had undertaken more than I could accomplish. Maybe
Ineeded to brush up my resumé. In the meantime, however, I was determined to try.
A few months later, I got a call from the Hammer. is condent leader with
the most success in the building up until now called for help. I was afraid I would
not be good enough to oer the help he needed. I kept thinking of that boy in the
baseball outt and knew a family was depending on my ability. I had just had my
yearly evaluation that ...