Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by some of the brightest and best strategists and ...
Patients gain confidence when healthcare organizations deliver on their promises. This starts with the first impression, and appointment access. But the minute you let down the consumer with misleading information, you lose credibility. This happens frequently when providers taut that ...
This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than mask wearing and tripling my hand sanitizing and surface ...
Posted by Kristin Baird You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly patient-centered. One of the best examples of this is when clinics schedule appointments ...
Posted by Kristin Baird Whenever we do patient experience skills training with physicians, inevitably one of them will say, “I learned this in medical school. Tell me something I don’t know.” Here’s the thing; knowing is not doing, and hearing is not ...
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 ...
Posted by Kristin Baird We’re understaffed – 3 words that shake patient confidence I cannot think of one time in my career when I heard caregivers complain about being overstaffed. Being understaffed, however is a daily occurrence in hospitals and medical practices ...
Posted by Kristin Baird Have you ever gotten an obviously mass-produced form-letter telling you how unique and special you are? Do you believe these messages? Probably not. I can tolerate (but just barely) this approach from companies selling cable TV, siding, ...
Posted by Kristin Baird In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical facilities are among the frequently posted images online. Unfortunately, the medical facility ...
A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk didn’t look up or greet the patient. ...
