It’s a new role—and a challenging one—Patient Experience Professionals (PXPs) have emerged as a new focus of attention for improving the patient experience. But, while many of today’s PXPs have come from within their own healthcare organizations, often from clinical ...
This Thanksgiving, many will spend some time reflecting on all of the things they have to be thankful for: their families and friends, their good health—the lists go on. But, one thing we’re unlikely to put on these lists are ...
Healthcare leaders know that the patient experience (PX) matters—to patients, to providers, and to the bottom line. Face it; most providers chose healthcare as a career because they are mission driven; they are committed to helping others. Patients, of course, ...
Three Steps to Getting Your Patient Experience Plan on Track As hospitals and other healthcare organizations continue to focus on the patient experience (PX), healthcare leaders are frequently in search of the “next new idea” that will push their patient satisfaction ...
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 ...
The difference between being able to recite your mission and vision statements versus living them are significant. We’ve been hearing for years now about how concerned healthcare leaders are about the patient experience. Yet major deficits continue to prevail. As we ...
Nurses Don’t “Speak HCAHPS”—and They Shouldn’t be Expected To! When I say “HCAHPS” to nurses, what words or phrases come to mind? “Great patient experience?” “Exceptional care?” “Quality improvement?” Not even close. Instead, the words that most readily come to mind are ...
