Kylie Ward is the CEO of the Australian College of Nursing. We go behind-the-scenes of the nursing world, and uncover what the role of a nurse actually is, how nurses impact patient outcomes and patient experiences, the ways nurses go above and beyond, and what a 10/10 healthcare experience looks like. There are plenty of takeaways from the nursing industry that we can apply to business generally.

Resources mentioned:

• You Can Heal Your Life (book), by Louise Hay.
• The 7 Habits of Highly Effective People (book), by Stephen Covey.
• How to Win Friends & Influence People (book), by Dale Carnegie.

Key takeaways (starts at 31:33):

1. Include the customer/patient in handover processes so they feel involved.
2. Manage uncertainty in emergency rooms by increasing communication and setting clear expectations.
3. Promote the use of staff emotional intelligence (EQ) by building processes and tools to facilitate it.
4. Find practical uses for big data by looking at trends and creating new processes to improve the customer’s experience.