AI spotlights the need for human connection You may or may not realize it but many of the conversations you have with the companies and brands you’re a customer or client of aren’t taking place with people—they’re taking place with bots, ...
Compassion is the Foundation of Human-Centered Care This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings. In the ...
My friend “Terry” recently shared a story with me that is a great reminder that what may be a common experience for healthcare professionals can be terrifying to the patient. Terry said that her brother had an uncontrollable nose bleed. ...
Many hospitals and healthcare systems may be not-for-profit, but that doesn’t mean they don’t want a healthy bottom line. Healthcare organizations are laser-focused on return on investment (ROI) these days as they deal with increasing competition, increasing patient demands, and ...
Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...
There are certain industries where technology will never entirely replace the human element and person-to-person interactions. The healthcare industry is one such example. While technology has proven to be an important aid in many ways, there is just no replacement ...
I was recently looking for a new doctor and went to a health system’s website to find one I might want to connect with. I found one, and reached out through the site’s online scheduling option to set up an ...
The foundation of my healthcare background is public health. That’s where I started my career and I maintain a passion for addressing community health needs through my work with healthcare organizations of all types and sizes. Rural Healthcare Challenges Recently, some of ...
Wait time has been a measure in patient experience for years. And, for decades, we measured the number of minutes spent in the waiting room beyond the scheduled appointment time. What we learned is that it isn’t always about the number of minutes, but about the ...
I recently heard a fascinating statistic. According to research from NRC Health, when people feel they are treated as unique, they are 312% more likely to rate your organization as excellent. The question then is, how do we make every patient feel ...
