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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 …

Date posted: September 23, 2015 | Author: | Comments Off on Tactics without Traction

Categories: Articles - Patient Experience


Hurry Up and Change this 100 Year-Old Hospital

There’s a new role emerging in hospitals and health systems around the country: the Patient Experience Professional (PXP). That title varies from …

Date posted: July 16, 2015 | Author: | Comments Off on Taking a Seat at the Table

Categories: Articles - Service Excellence


Our medical mystery shopping work for hospitals and medical practices around the country has yielded some eye-opening insights, for both us and our clients. Foundationally, for any organization, it’s …

Date posted: June 16, 2015 | Author: | Comments Off on Revenue Cycle and the Patient Experience

Categories: Articles - Mystery Shopping


Don’t let the title of this book by John Koster, M.D., Gary Bisbee, Ph.D., and Ram Charan fool you. While the book is about the shifting healthcare landscape and the need to truly personalize the …

Date posted: May 14, 2015 | Author: | Comments Off on Good Read: n=1 by John Koster, Gary Bisbee, and Ram Charan

Categories: Book Reviews


In April, the Centers for Medicare and Medicaid Services (CMS) released the 5-star rating system for patient satisfaction. It’s a simplified approach to reporting The Hospital Consumer Assessment of …

Date posted: May 14, 2015 | Author: | Comments Off on 5-Star Rating Comes from 5-Star Leadership

Categories: Articles - Leadership


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