Stimulating high performance in frontline staff

When the author of this article found herself in need of emergency medical help, her role reversed from physician to patient. Unlike many patients who are traumatized by an emergency department visit, Dr. Blumberg was pleased with her treatment. However, in later reviewing the experience with her nonphysician husband, she was amazed to learn that he was left with negative feelings about how he was treated by the frontline staff and about the appearance of the facility. As a result, Dr. Blumberg wrote this article detailing the importance of frontline staff performance and exploring ways staff can be motivated to gain maximum job and patient satisfaction.