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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


The difference between being able to recite your mission and vision statements versus living them are significant. We’ve been hearing for years now about how concerned healthcare leaders are about …

Date posted: November 17, 2014 | Author: | Comments Off on Is Your PX a Real Priority or is it Lip Service? 4 Key Indicators to Evaluate your Current State

Categories: Articles - Patient Experience


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