Archive: Patient Experience

Blind Spots Can Fuel Bias in Healthcare

During a recent coach training, the participants and I had a lively discussion about how blind spots can fuel bias in healthcare. As part of their training, participants shadow hospitalists on inpatient units to assess interactions. They also give feedback ...

Turn a Service Recovery Moment Into a WOW Experience

Turn a service recovery moment into a WOW experience by Angela Fieler There is a real art to service recovery. When done well, you can turn a problem into an opportunity to shine. I was recently stranded in an airport and was ...

What does AIDET stand for in your organization? Check to confirm.

By Angela Fieler AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency. I visit a lot of healthcare organizations where the leaders say AIDET® is ...

Vaccination Logistics Lessons from Chick-fil-A

For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...

The COVID Family Experience – Firsthand

COVID has hit home giving me firsthand insight into the patient and family experience.  For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...