The world of healthcare delivery continues to change—and the operational watchword is “easy.” This concept—a proven idea that practices can implement today—comes from the retail consumer world. Simply…when you make it easy for the customer, you differentiate yourself from the pack, and your results increase exponentially. “It’s supposed to be hard. If it wasn’t hard, […]
About Stewart Gandolf, MBAStewart Gandolf, MBA, is both the Publisher of PatientExperience.com and the Co-Founder of Healthcare Success Strategies. Stewart has written for dozens of leading healthcare publications and spoken at hundreds of venues on a variety of topics including marketing, reputation management and patient experience. Additionally, he has personally consulted for over 1,500 hospitals and practices. Prior to becoming an entrepreneur, Stewart worked for leading advertising agencies including J. Walter Thompson.
Author Archive | Stewart Gandolf, MBA
Research suggests has it that patient experience improvements may have reached their peaks. Have improvement rates bumped their head against a ceiling. Rates went flat since the Centers for Medicare and Medicaid Services (CMS) connected patient experience scores to value-based incentives. Something about the ceiling observation reminds us of Charles Holland Duell. It’s one of those […]
A painful counter-current to a positive patient experience is the patient’s wait time. Nobody likes waiting. And the longer an individual waits for healthcare service, the more their level of satisfaction and positive patient experience erodes. Patients are waiting long before they get to the “waiting room.” On average it takes about three weeks to get […]
A colleague told us about his recent stop at a nearby Staples store for office supplies. One unique thing was attention getting. Taking a page from the retail giant, it would be easy for every hospital to have a “presidential hotline” to optimize feedback and the patient experience. Here’s the quick backstory. Our friend’s shopping experience […]
The secret to improving “the patient experience” is delivering what the patient wants most in every physician encounter. Clinical excellence? Yes, certainly. (That’s sort of a given.) A friendly smile? Sure. Empathy? Naturally. Authoritative confidence? Yep. Eye contact. Connectivity booster. These are all important elements in the patient experience mix. But consider that the typical […]
Things are bad, and they’re getting worse. There’s a huge disconnect between the patient’s perception of experience in healthcare and what healthcare thinks it’s delivering. That’s according to a new study of The State of Consumer Healthcare from GE Healthcare Camden Group and Prophet, a global brand consultancy. America’s healthcare consumers have radically transformed from […]
It’s far easier for you or me to make an appointment for doggie day care than it is to see a doctor. It’s frustrating. Priorities somewhere are upside-down. It shouldn’t be so, but that’s the facts, Jack. In many (perhaps most) parts of the nation, technologically advanced healthcare providers and medical facilities sadly trail the comparatively […]
Recently, we were talking with a marketing savvy client about the real meaning of patient experience. We agreed with Jill Mathison, VP Ambulatory Services, Pomona Valley Hospital and Medical Center, that it’s a tough concept to define, and a challenge to translate into a hospital brand and branding message. But the hard truth, we concluded, is that […]
There’s a fundamental gem of universally helpful business advice. That is, doctors should walk into their office—at least occasionally—through the front door. The idea is for the business owner to see and experience what their customer sees and experiences. In reality, there are many reasons that this doesn’t happen. But it remains solid advice that […]
There’s a three-word phrase that successful doctors use often in interacting with others. Civic leaders, business executives and sales people all use it effortlessly—and effectively. It’s one simple, short phrase that easily fits in conversation, and works wonders in improving communications and patient experience. Here it is: “Tell me more.” For sales people, simply saying, […]
- 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...