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Prissence™ the solution to improve the Customer’s Experience in Health Care to increase patient and physician satisfaction scores and to improve HCAHPS performance for Hospitals and Health Systems.  The transparency of the comparative information based on your results will impact the loyalty or lack thereof with patients and physicians, health plans and other key stakeholders regarding your organization.  

The fact is that the patient as consumer is not the only person we need to focus our attention when developing improvement initiatives.  We must also consider our internal employees, vendors and business partners.  In essence everyone that has the ability to impact the customer’s experience must be considered the customer based on the role they play.  It is with that philosophy in mind that StratiHealth developed Prissence™ the solution to improve the Customer’s Experience in Health Care.  The process and approach of Prissence™ is informed by tools and techniques based on books published by the Arbinger Institute – Leadership and Self Deception: Getting out of the Box and The Anatomy of Peace.  

Vernon R Pertelle, Vernon Pertelle, StratiHealth, COPD, Respiratory Patient Centered Care, pulmonary rehabilitation, home care

The Arbinger Institute book The Anatomy of Peace: Resolving the Heart of Conflict contains much common sense and wisdom for navigating the tricky waters of human relationships. The principles the book sets out are relatively simple. The Arbinger Institute teaching centers on two fundamental truths:

​1. We will live peaceful, healthy lives to the degree that we take personal responsibility for our lives.

2. All human relationships are a manifestation of the workings of our inner relationship with ourselves.

Part of the power of the teaching in The Anatomy of Peace is conveyed by the stories that fill the pages of this book. Through the dialogue and story-telling, the authors deal with many of the objections that might be raised in response to their insights. 

Leadership and Self-Deception introduces readers to an important new idea in organizational thinking. It shows how the problems that typically prevent superior performance in organizations are the result of a little-known problem called "self- deception."

According to the authors, people who are in self-deception live and work as trapped in a box. Blind to the reality around them, they undermine performance—both their own and others'. The problem is, being in the box they can't see that they undermine performance. Consequently, they don't change, and neither do their results.

The good news is that there is a solution to self-deception and the costly problems that arise from it. Leadership and Self-Deception shows what self- deception is, how people get trapped in it, how it kills organizational performance, and--most importantly—the surprising way to solve it.

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