I was at a conference recently and had the opportunity to listen to several speakers who addressed the importance of the patient experience as true brand activation. One particular speaker spoke with clear authority about KPIs and which metrics matter most ...
But are you sure? Do you really know how you do things? When you ask healthcare leaders to describe their culture, they’ll often give a lofty definition. I define it as, “Culture is how we do things around here.” Jeff ...
Nurses have been ranked as the most trusted professional for 24 consecutive years in a national Gallup Poll with 75% of respondents rating their honesty and ethical standards as high or very high. Suffice it to say that other professions ...
…or do you just think that you are? Determining whether or not your “healthcare system” is really a “system” is similar to defining your brand. You’re not the one who makes the determination. Your patients are. They’re the ones who ...
…you make them worry. Healthcare is serious business. Patients generally don’t come to see you for a social visit or in eager anticipation of something good about to happen to them (with the exception, generally, of giving birth). When they come ...
Technology has never been as prevalent in our lives as it is today. That statement is going to continue to be true for the foreseeable future. Technology becomes more and more prevalent in our lives as it continues to develop ...
(Whether You Realize It Or Not) It’s no secret that a strong connection to purpose contributes to greater personal fulfillment. But let’s talk about how it translates into the patient experience. Because here's what I see all the time: Healthcare leaders ...
I was just at a healthcare marketing and strategy conference, and one of the key topics that kept coming up was trust. It’s about time! It’s a topic that definitely resonated with the audience. What bothered me though was it was ...
I had a conversation with a healthcare executive recently about a problem employee. This person was a bully. Creating lateral violence. Making life miserable for their peers. But they were also incredibly knowledgeable and in a position that was hard to hire ...
I was reviewing some findings from a recent mystery shopping engagement, and the theme that kept showing up was lack of consistency. Different patients. Different needs. Same organization. Completely different experiences. One patient raved about the communication, the empathy, the attention to ...
