When it comes to the patient experience most healthcare organizations want to jump to tactics. They may give someone one tactic or a series of tactics to work on, but they stop there. Then they wonder why they don’t have ...
How many patients (or other customers) do you see in a day? Ten? Twenty? More? On the other hand, how many medical encounters do patients have? If they’re a typical patient probably no more than three—in a year! And during each ...
According to 2013 research by AonHewitt, while employee engagement levels are beginning to show some slight signs of improvement globally, only 4 out of 10 employees report that they are engaged—40 percent are “passive or actively disengaged,” a number that has ...
The difference between mediocre organizations and top performers are not the goals they set, but rather the accountability for achieving goals. As we work with organizations to help them improve the patient experience, we find that lack of accountability is ...
You’ve likely heard this statement before: “When you fail to plan, you’re planning to fail.” The reason aphorisms like this stay around and resonate is because it’s true! When you fail to plan, you are planning to fail. Here’s an example. ...
Not that long ago, I walked into a hospital and approached the Information Desk. There were three people sitting behind the counter allegedly there to provide information and direct guests. I eyed them up quickly to determine which one to ...
Physicians clearly have a marked impact on the patient experience. While the vast majority of physicians are highly committed to making the experience an exceptional one, like all of us, they may be unaware of the little things they do—or ...
Last month, we left you with the comment that “what you permit, you promote.” What does that mean? It means that every time you observe an employee do (or not do) something that is contrary to your mission, policies, or ...
Great pay and benefits, low expectations, no accountability, and you’re likely to get promoted soon. You wouldn’t expect to see an ad like this, and yet, if you’re not careful, this might be exactly what you are attracting and retaining in ...
For healthcare organizations, it is all about the patient experience. Unfortunately, managing that experience can, as we all know, be extremely challenging. There are so many situations that can make an impact—positive or negative—on our patients, their family members, and other visitors. ...
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