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 ...
…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 ...
(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 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 ...
What Happens When Your Bot Can't Solve the Problem I typed "talk to a human." The chatbot said: "I don't understand your question." I tried "representative." The chatbot said: "I don't understand." I tried "none of the above." The chatbot ...
I asked for a human. The system transferred me. Someone—or something—responded. And I still wasn't sure if I was talking to a person or a bot. Here's what I've gotten very suspicious of: When you get transferred and you know it's not ...
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
Start with a clear definition As we work with healthcare organizations to improve both the employee and patient experience, we’re often met with the same quandary. How do we build a better culture without being heavy-handed? Policies won’t move people. It’s important ...
There’s a saying you’ve probably heard: “People don’t care how much you know until they know how much you care.” That’s particularly true in healthcare. Think about the typical patient/physician interaction. The patient comes in with a problem or concern. The ...
