Having been a patient myself of one of Dr. Bohm's colleagues—after five months in a wheelchair I walked here from my hotel this morning—I have to say they do great work. That's the voice of the customer, but I don't want to end up in his retrieval lab somehow.
We actually did a school for 28 people from Quebec, Belgium, and Switzerland last summer, and the comment that came back the most often was, “You guys measure everything.” So we do. That has been said today, but it is essential if we want to get better. Yes, the only ambition we have is to be a better hospital next year than we are this year, and a better hospital the year after that.
One thing that I think is critically important...and we're part of a Lean network of 60 organizations—sadly, only about five Canadian organizations—but not everyone in that network does what we do, which is our default position. It is that any improvement work we do will include a patient or family member, unless there's a specific reason not to. That has been extremely powerful for us, so it's not only measuring, but it's also listening to the people who know.