?” This little adventure began when a prospective new patient called a doctor’s office for a first appointment. And “rather than saying something pleasant, like Hello, the first word out of the receptionist’s mouth was ‘Insurance?’” The rudeness of her tone continued: “’IN! SUR! ANCE!’ She bit off each part of the word…she wanted to […]
About Kathy Roy GaughranSenior Marketing Strategist Kathy Roy Gaughran [Kathy@healthcaresuccess.com] has helped thousands of clients throughout North America achieve their growth goals. An award-winning strategic marketing planner, Kathy is an accomplished writer and speaker, frequently presenting to national, local and state professional associations.
Author Archive | Kathy Roy Gaughran
As patients increasingly are taking ownership of their health, the time-honored, physician-centric, healthcare delivery system is changing for the better. Consumer empowerment is their new watchword. And the lineup of expectations and patient demands includes transparent and personalized services. What’s more, your patient-centric audience wants a complete service package that is affordable, fast and convenient. […]
the patients and caregivers of the present and the future build trust early. They look for useful, engaging shareable content.
Have you ever walked into a store, business or medical practice and felt immediately at ease, welcomed and comfortable? When you feel a sense of tension or discomfort it is almost palpable. But when you experience positive feelings, it’s easily overlooked. Ensuring a warm and welcoming tone for your patients can be challenging for various […]
At least a few hospital administrators have quietly questioned how patient experience connects with financial performance. Skeptics say that experience is, at best it’s a “nice to have.” But for many executive leaders, the acid business test of a hospital facility is service line profitability. Part of the answer, of course, is where patent-reported experience […]
There is a temptation for healthcare professionals to be drawn to the “big picture.” Communicators want to reach a large audience. Administrators are concerned about a facility’s daily population and the percentage beds occupied. Marketing minds consider wide service territories. And advertising plans want to know the reach and frequency. There’s nothing wrong with big picture […]
Perhaps the most consistent complaint about assessing patient experience and patient satisfaction is that some things are difficult to quantify, measure or report in a meaningful way. Quite often, it’s not about the clinical quality of care. Satisfaction is about intangible feelings of respect, both real and imagined. Among the five reasons that people don’t like […]
The Heinz ketchup image—designing the product vs. designing the experience—can be seen as an excellent visual metaphor about efforts to enhance and improve the patient experience. During the past few years, “patient satisfaction,” “patient-centered care,” and “patient experience” have evolved from vaguely defined catch phrases to proactive, top-down hospital initiatives. Industry wide, hospitals and health […]
Serious poker players know about a “tell.” You’ve probably heard the term…some physical signal is a giveaway about the cards a player’s been dealt. A tell is usually subtle—maybe barely perceptible—but a strategic signal and possible advantage in playing the game. Medical offices and hospitals are constantly giving off little signals that, when detected, can […]
- The Psychology of Waiting vs. Patient Experience Enemy Number One December 18, 2012
- Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction January 8, 2013
- Never on Thursday: Flow and wait times at the DMV vs. the ER June 1, 2016
- Medicare Star Ratings: Consumers Ignore But Industry Debates October 23, 2012
- Tales of the TELL: Those Little Red Flags are Patient Experience Symptoms December 4, 2012
- You Had Me at Hello: Winning with the First Word in Patient Experience June 2, 2017
- It’s Hard to Be Easy: How to Deliver Great Patient Experience May 3, 2017
- How Consumer Empowerment is Changing Your Medical Practice April 10, 2017
- The Future of Patient Engagement April 3, 2017
- Patient Experience Starts with Your People Strategy March 7, 2017
- Barbara Hales, M.D.: An additional demand on ER time also stems from ph...
- Atiqur Rahman: Thank's,Stewart for this wonderful article,i enjo...
- Kellee Everts: Great article! I've always coached and cautioned ...
- Bruce Allen: Your analogy, with the doctor as the pilot and the...
- What Would Empathy-Based Healthcare Look Like? | News In Marketing: […] When I talked with Dr. Rosen on camera p...