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 […]
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STUDY: Researchers at Johns Hopkins School of Medicine published findings about effective and efficient methods that excellent physicians use to get to know patients as individuals, and improve patient-centered care.
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.
In the healthcare industry, patient experience and patient satisfaction are more important than ever before.
Where quality was once evaluated solely on clinical care, patients, prospective patients and their family members are shopping for value and satisfaction. Decision makers have a greater concern for the overall patient experience.
No one likes to be kept waiting, especially in a hospital or doctor’s office. Few will dispute the fact that it’s important to see your physician. But when the accompanying wait interrupts our daily schedule and forces us to cancel planned activities or lose productivity at work, it’s easy to get angry, frustrated and feel […]
- 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
- Patient Experience Success Story: “Before It Was Cool” September 16, 2012
- Leadership: The Multi-Faceted Challenges and Rewards of Patient Experience May 11, 2012
- Hospital or Hotel? How Amenities Influence Facility Selection and Patient Satisfaction September 12, 2012
- Patient Loyalty: Why People Buy Emotions, Not Things January 19, 2018
- 4 Patient Experience Touchpoints: Doing the Right Thing December 6, 2017
- Become Best in Class in Patient Experience: Service Lessons from Iceland November 13, 2017
- 4 Smart Strategies That Deliver Stronger Patient Experience October 27, 2017
- Turning the Battleship and Building a Better Healthcare Experience October 10, 2017
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