Last week was Nurses Week. It thrilled me to see everything from billboards to news articles, balloons and other fanfare celebrating this great profession of ours. I didn’t want to blog about Nurses Week. I felt my words would be ...
There are millions of things healthcare providers can learn from lab values and imaging results. But it’s important to remember that those are indicators of the physical condition and not a whole person’s condition. A blood panel won’t confirm that ...
Innovations in technology have helped to make great strides in improving the patient experience. That is, when they are used. Take the patient portal for example. My team and I recently conducted patient focus groups in three unique markets to ...
Posted by Angela Fieler You know how the story starts: “It was the best of times, it was the worst of times…” How many people do or could use this opener to describe a recent healthcare experience? I had a ring-side ...
Healthcare suffers from terminal uniqueness. It’s a condition where you constantly explain why your situation is different from everyone else’s in healthcare. This helps you to ascribe to excuses for why your patient experience scores are lousy. A few of ...
It’s often difficult to comprehend everything that factors into the patient experience. The simplest way to summarize it is with people, processes and place. When looking at the people element, it’s not just the direct interactions patients have with employees but ...
We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores. The problem with this line of thought is that it places the score ...
Posted by Kristin Baird I see it all the time -The beautifully framed statements of “commitment to service” hanging within arm’s reach of the organization’s biggest standards contradictions. It happened just two weeks ago when I was visiting a healthcare organization that ...
Posted by Kristin Baird The term quality assurance or QA has been around since the start of the Industrial Revolution. Simply put – it is a process or system for monitoring products or services to ensure that they meet the standard. Patient ...
Posted by Kristin Baird The lobby was breathtaking with a beautiful water feature and sculptures in bronze and blown glass. The registration staff was friendly and efficient in professional and tasteful uniforms. The entire building was as beautiful as any 5-star ...
