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 ...
Over the past year I’ve had several first hand, up close, and personal experiences with healthcare delivery as I’ve assisted my mother with her radiation treatment appointments and recovery from a pulmonary embolism. While there have been some stellar examples ...
We focus a lot on culture as we work with healthcare organizations around the country and, while we know that it “takes a village” to deliver high-quality healthcare, we also know that there is one critical role particularly in hospital ...
Talk to any direct caregiver in healthcare and chances are you’ll hear a bit about overwhelm caused by the myriad of tasks or tactics they’re asked to complete on a regular basis. Whiteboards, scripting, hourly rounding, and bedside reporting are widely ...
