patient experience touchpoints

4 Patient Experience Touchpoints: Doing the Right Thing

Healthcare has become a fiercely competitive business endeavor. And experienced providers and hospital executives know that finding, attracting and retaining new patients is a challenging process. The best practices (or getting it right) includes many touchpoint steps in this sales and service stream. A touchpoint is any contact spot between a patient (buyer) and a […]

Read full story Comments { 0 }

Become Best in Class in Patient Experience: Service Lessons from Iceland

Reykjavík, Iceland, is an unlikely place to discover best-in-class patient experience lessons. But the main airport has already established itself as a premier customer service facility. We’ll spotlight their success story shortly—along with a page or two you can use from their playbook. Stick with me on this, but first, here’s a bit of the […]

Read full story Comments { 0 }
patient satisfaction

4 Smart Strategies That Deliver Stronger Patient Experience

In any given week I lose track of the number of service feedback requests that come to me. There are many different forms and formats…but it’s troubling that the nation’s health care delivery enterprise seems less consumer-focused than most everyone. You might want to pass this article around to everyone in the office. These are […]

Read full story Comments { 0 }
turn the big patient satisfaction ship

Turning the Battleship and Building a Better Healthcare Experience

I don’t know how much time or distance is needed for a battleship to turn around. We’re talking about one of those really big navy ships or even a 1,000-foot, 250,000 metric ton cargo vessel. What everyone knows is that a “really big boat” doesn’t turn or stop or do anything quickly. The concept of […]

Read full story Comments { 0 }
Doctor Office of the Future

How to Build the Doctor’s Office of the Future Today

There’s a dichotomy between the traditional paper-centric doctor’s office and the digital-centric life of patients.

Read full story Comments { 0 }
Find us on Google+