The conversation was enlightening and eye-opening, he says. He heard some difficult comments:
Suehs and others representing Crouse in the listening sessions promised to work on those issues. The collaboration could have ended there, but as relationships developed with those in charge of quality on the EMS side, they thought they might be able to make a bigger difference.
Suehs got a meeting with the chief quality officer of the largest EMS service in the area. What came out of it? "What if we actually did a quality initiative together?" Suehs says.