I’ve been doing a lot of travel in the course of my various roles over the years.
While sitting on the plane coming back home to New Zealand the other day, I was thinking about airlines. Why is it that some airlines seem to just do it better somehow. They all have stewards, food and drinks are all delivered from similar carts (that invariably are blocking the aisle when you need to go forward to the toilet) and they all have too little legroom.
Yet despite the similarities, some airlines just have a style, a quality, and way of relating to their customers that make them a cut above the rest. And, as you do when you’re trapped in the middle seat and you’ve already seen the movie, I got to thinking about universality, and that health’s a bit like airlines. We all do the same thing and have the same things in common – a focus on the patient, improving health and healthcare, and at the same time, improving productivity and quality.
But some of us do it better than others.
In the weeks and months ahead, I want to talk more about how we can take a leaf out of those high-flying airlines and do it better – how we can together reduce waste and cost, reduce variation in our clinical practice, to increase quality of care and make our patient experiences positive experiences.