Hurry Up and Change this 100 Year-Old Hospital There’s a new role emerging in hospitals and health systems around the country: the Patient Experience Professional (PXP). That title varies from organization to organization and may be classified as a manager, coordinator, ...
There has been increasing talk about innovation in healthcare over the past few years. Healthcare needs a more human-centered design in order to serve our patients and become more efficient. Authors Tom Kelley and his brother David, founders of IDEO, ...
Our medical mystery shopping work for hospitals and medical practices around the country has yielded some eye-opening insights, for both us and our clients. Foundationally, for any organization, it’s virtually impossible to understand the customer experience from the inside; they’re simply too ...
Don’t let the title of this book by John Koster, M.D., Gary Bisbee, Ph.D., and Ram Charan fool you. While the book is about the shifting healthcare landscape and the need to truly personalize the care experience, it also very ...
In April, the Centers for Medicare and Medicaid Services (CMS) released the 5-star rating system for patient satisfaction. It’s a simplified approach to reporting The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) in a way that will, hopefully, ...
March Madness is behind us, but after such an exciting season and stellar performance by my alma mater, the Wisconsin Badgers, who thrilled fans with both their personalities and their performance this year—the phrase “triple threat” is still top of ...
In healthcare we all have customers to serve. Generally, we tend to automatically consider the patient as our customer and, in most cases, the patient is the ultimate recipient of the services we provide. But having a singular focus on the ...
It’s the current conundrum of healthcare (just ask the VA). Arguably every member of every healthcare organization would tell you that they want to deliver a positive patient experience, yet many organizations continue to fail to do that. Why? In our ...
As we move into 2015, the future of healthcare remains uncertain as the ACA continues to firmly take hold. There are some things we can count on though: Patients will remain our number one priority in terms of quality, safety, and ...
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the customer experience—things like: Addressing patients by their preferred nameOffering hospitality to waiting visitorsMaking eye contact and greeting patients and visitors in hallways and ...
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