The gap between your policy and your people is where patient care breaks down.

Erika McMullen helps healthcare leaders turn regulatory requirements into human capability — so the right call gets made, no matter who's on duty.
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You have the policies. You’ve done the trainings.

Joint Commission standards and CLAS requirements are documented. Health equity is on the strategic plan. Language access law is on the books.


But when a complex moment arrives — a near miss rooted in miscommunication, a language access situation, a provider concordance request— whoever is on duty figures it out.

That inconsistency is the risk. And it’s solvable.

If any of this sounds familiar, you're in the right place.

We had a near miss. We need to make sure it doesn’t happen again.
We have the policies — but execution depends on who’s on duty.
We handle it case by case. We haven’t formalized any guidance.
Our staff knows the protocols, but not always how to apply them. Especially in gray areas.
We do training, but nothing changes at the point of care. We need practical, concrete words & behaviors.
We need to reduce risk and improve patient experience — at the same time.

What We Do

Care that's consistent, no matter who's on duty

Reliable standards for culturally responsive care, language access, patient navigation — aligned to CLAS and Joint Commission. So the right response doesn't depend on who's on shift or which patient comes in.
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Know when to flex and when to hold the line

Without a clear standard, every hard moment gets handled differently.
We build clear decision pathways — so your team knows what to do when the moment arrives.
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Leaders you follow into hard moments

All leaders communicate. Whether they build trust and create the conditions where staff exercise sound judgment, especially when the situation is hard — that’s what we build. 
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The work isn't just advisory. It's operational.

Erika McMullen has spent decades inside some of the country’s most complex healthcare systems — building programs, training clinical teams, and navigating the human moments that no protocol fully anticipates.


She was called because someone had a gap, a liability, a regulatory exposure — and someone they trusted said: call Erika.

That's why they still call.

Meet Erika →

Ready to close the gap?

Moxie takes on a focused number of healthcare engagements each year. If you know the gap is real, let’s find out if we’re a fit.


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