I haven't tried it, but http://www.forbes.com/sites/micahsolomon/2013/11/02/quick-truths-for-improved-patient-satisfaction-and-customer-service-from-consulting-

I haven't tried it, but http://www.forbes.com/sites/micahsolomon/2013/11/02/quick-truths-for-improved-patient-satisfaction-and-customer-service-from-consulting-in-hospitals-and-healthcare/ http://www.forbes.com/sites/micahsolomon/2013/11/02/quick-tr... seems plausible. You can also shape culture using rules. For example, at Google SRE, there was a rule that after any outage a post-mortem was to be written. It described why the problem happened, why that happened, etc. and how to prevent each level from re-occurring. Things like "it was person X's fault" or "we will be more careful" were forbidden. Fault and fixes had to be in technology or procedure, not people. It helped shape a culture of coming forward with problems and of looking for solutions. It didn't work perfectly, but it helped.