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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 […]

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young adult patient engagement future

The Future of Patient Engagement

the patients and caregivers of the present and the future build trust early. They look for useful, engaging shareable content.

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The Future of Healthcare Delivery and Patient Experience

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 […]

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Healthcare Doesn’t Have to Hurt So Much

[Guest Post by Dr. Paul Rosen] Almost a decade ago I was in a crowded conference room of doctors. There was a heated conversation about what to do about a particular patient complaint. Parents were complaining that the doctors were not giving any numbing medicine or pain control before doing a spinal tap on their […]

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Unlocking H2H: The Key to Everything in Patient 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 […]

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Patient Manifesto: Understanding the Patient’s Perspective

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 […]

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telemedicine e-visit

Can Telemedicine Also Deliver Patient Satisfaction?

It’s only natural that the ways and means of delivering quality healthcare continue to commingle and expand with technological advances. In particular, the slice of telemedicine known as “virtual visits” or “e-visits,” bring doctor and patient together through an online encounter. There’s considerable evidence of positive provider and patient benefits in e-visit applications including cost […]

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Tell a Good Story: The Universal Patient Experience Gateway

Achieving a “positive patient experience” in healthcare delivery is the product of many things. No matter how you choose to define it, the whole will be greater than the sum of a thousand tangible and intangible experiential components. It may seem like a daunting challenge to control, channel and quantify these constantly moving parts, but […]

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EHR electronic health records

The “Meaningful” Path (and Barriers) to Improving Patient Experience

There’s a positive patient experience bonus in Electronic Health Records (EHR) adoption…at least for those facilities, health systems and practices that have EHR in place. What’s more, patients are warming to the quick and convenient personal benefits, and providers are improving their demographics capture and engaging patients and families.   As Meaningful Use approaches Stage […]

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One Doctor’s Practical Tips and Techniques to Improve Patient Satisfaction

Serious discussions about patient experience often gravitate to how “satisfaction” enhances the overarching goal of delivering exceptional patient care. On one level, a patient “feels good” about the encounter when the hospital, facility and/or the practitioner has empathetically met their needs and their expectations.

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