Every morning at 8:30 a.m. the entire management team meets for 30 minutes to discuss the plan for the day. The meeting begins with a good catch, an example of a serious safety event or a near miss that someone recognized. The best stories are published in the hospital newsletter and help promote a culture of “speak-up.” Next is a review of the dashboard indicators for the hospital, the Operating Room and the Emergency Department. The emphasis is on throughput and customer service as well as growth. The meeting concludes with a review of the customer satisfaction stories and anecdotes about good customer service.