We often assume that everyone sees the world the way we do; thinks and behaves the way we do; and, if they don’t, they certainly should. This is a false assumption. There are fundamental differences in how people see the world and how they react to various situations.

Once we understand this, we are less likely to judge people and their ideas as right or wrong, and more likely to view them as simply different than our own. Even more, when we refrain from judging we can instead focus on providing exceptional care to every patient, every time. The reason we each see the world differently is that we each have our own personal set of Filters. Our Filters impact the way we see the world, listen, respond and interact with others. When one is aware of their own Filters, they can be curious and strive to see things through others' eyes and act with greater Integrity.

Whether it’s with patients, customers, co-workers, ourselves, situations, projects or anything else — once we understand the concept of Filters we can adjust our thinking. This new thinking will influence our ability to make decisions, listen to hear the other side of the story, be less self-righteous about our opinions, and be more open to others. This will help us make better decisions and provide safe, high- quality service and improve the experience of our patients.