In the era of transparency, when HCAHPS scores are publicly reported, healthcare leaders have a vested interest in improving patient satisfaction. But I think there is some confusion out there about what the ultimate goal is. Is it to create a more positive patient experience or to just get better scores? At face value, you might think that the two are one and the same. Not so. I find that when the pressure is on to improve the scores, people start to strategize more about how to influence the patient rather than focusing on a better experience that will earn them the top scores. Somehow, people have managed to separate the patient’s experience from the scores. Read more...
I travel a lot so I have the benefit of being in tons of health care markets. In my line of work I have become a connoisseur of health care marketing messages, and I’ve got to say, I’m often left underwhelmed. From billboards to TV and radio ads, I can diagnose a dysfunctional ad campaign within five seconds or 300 feet.
Somebody buys an expensive piece of diagnostic equipment and thinks that everyone and their mother need to know about it. Here’s the problem
