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Patient Experience Matters More Now Than Ever

When consulting firm PricewaterhouseCoopers (PwC) conducted a national survey of over 6,000 US consumers in major industry sectors in the summer of 2012, they found several key differences between consumers’ attitudes and experiences in healthcare and other industries.

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Apology: The Power of “I’m Sorry” in Patient Satisfaction (and Avoiding Litigation)

Most fairy tales begin with “once upon a time.”  There is a fairy tale in the healthcare profession: once upon a time the initials “M.D.” indicated status, trust, and perfection.  Most physicians today realize that elevated status, abundance of knowledge, infallibility, and blind trust by our patients are long gone and are the stuff of […]

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