VOLUME FIVE: Key Words at Key Times Build positive results by learning to use Key Words at Key Times by saying and doing things to "connect the dots" and help patients, families, and visitors better understand what you are doing and why. In his video lecture, Quint Studer describes this concept and the advantages of using Key Words at all levels of your organization. The four video vignettes demonstrate a variety of scenarios that incorporate Key Words at Key Times, including a departmental staff meeting and common patient and family encounters.
