It’s a new role—and a challenging one—Patient Experience Professionals (PXPs) have emerged as a new focus of attention for improving the patient experience. But, while many of today’s PXPs have come …
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This Thanksgiving, many will spend some time reflecting on all of the things they have to be thankful for: their families and friends, their good health—the lists go on. But, one thing we’re unlikely …
Healthcare leaders know that the patient experience (PX) matters—to patients, to providers, and to the bottom line. Face it; most providers chose healthcare as a career because they are mission …
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 …
There are ample changes impacting the healthcare industry these days, but one thing remains constant: the need to provide exceptional patient experiences. In fact, that need is stronger than ever …
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 …
There has been increasing talk about innovation in healthcare over the past few years. Healthcare needs a more human-centered design in order to serve our patients and become more efficient. Authors …
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 …
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 …
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 …
