Last week was Nurses Week. It thrilled me to see everything from billboards to news articles, balloons and other fanfare celebrating this great profession of ours. I didn’t want to blog about Nurses Week. I felt my words would be ...
Posted by Angela Fieler I had the opportunity to observe a primary care physician interact with an elderly patient yesterday. The physician was sitting at eye level with the patient, making good eye contact, and asking open-ended questions. He seemed to ...
There are millions of things healthcare providers can learn from lab values and imaging results. But it’s important to remember that those are indicators of the physical condition and not a whole person’s condition. A blood panel won’t confirm that ...
Innovations in technology have helped to make great strides in improving the patient experience. That is, when they are used. Take the patient portal for example. My team and I recently conducted patient focus groups in three unique markets to ...
Posted by Angela Fieler You know how the story starts: “It was the best of times, it was the worst of times…” How many people do or could use this opener to describe a recent healthcare experience? I had a ring-side ...
Written By: Kristin Baird, RN, BSN, MHA Here’s a little good news/bad news about employee engagement according to the most recent research on the subject from Gallup: The good news—employee engagement is up, tying its highest level since Gallup began tracking the metricThe ...
Healthcare suffers from terminal uniqueness. It’s a condition where you constantly explain why your situation is different from everyone else’s in healthcare. This helps you to ascribe to excuses for why your patient experience scores are lousy. A few of ...
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant We were working with a senior leadership team recently on culture change, discussing next steps. The team leader stopped the discussion mid-sentence, turned to the group, and asked, “How committed are you to ...
It’s often difficult to comprehend everything that factors into the patient experience. The simplest way to summarize it is with people, processes and place. When looking at the people element, it’s not just the direct interactions patients have with employees but ...
We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores. The problem with this line of thought is that it places the score ...
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