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Consumer Reports’ Gripe-o-meter: 16 Bothersome Patient Experience Issues

When the “stuff” hits the fan, it’s likely to clear the room. That’s the natural reaction. Nobody really wants to be on the receiving end… listening to the gripes and complaints of an unhappy customer…or unhappy patient. It’s counterintuitive, but expert advice in customer service is exactly the opposite. Embrace that next complaint. Meet it […]

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Johns Hopkins and Five Other Patient Experience Videos You’ll Want to Watch

Hospitals and health systems across the country are using specialized video messages to help shape a positive patient experience…even before the patient arrives at the facility. Label it “patient education” or perhaps “informed awareness,” video presentations reduce a patient’s fear of the unknown about having surgery, or simply showing what the place looks like. It […]

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10 Practical Tips To Enhance a Patient’s Experience With Your Practice

Editor’s Note: The real-world, doctor-to-doctor ideas that Dr. Baum presents in this article are based on his 30 years of experience as a practicing urologist. These practical patient experience concepts are useful and appropriate to most other professional disciplines and healthcare provider practices. All of us want our patients to have a positive experience with […]

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Medicare Star Ratings: Consumers Ignore But Industry Debates

Healthcare reform and a shift to pay-for-performance are certain for 2013, but the substance and impact of this shift is still under discussion.

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Don’t Let Your Technology Get in the Way of Patient Satisfaction

“I just hate it,” the elderly patient complained to us about her GP. “He comes in the [exam] room and goes straight to that computer without even looking at me.” (This is a true story, by the way.) “The doctor is friendly enough, I suppose, but it’s like I’m playing second fiddle to the computer […]

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Studies: Patient Experience Drives Selection, Adherence, Compliance, Outcomes

Respected studies document patient experience and satisfaction as important, sometimes primary, factors in the healthcare delivery continuum.

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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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PwC Finds Patient Experience is the Number One Factor for Choosing a Doctor or Hospital

In the healthcare industry, patient experience and patient satisfaction are more important than ever before.

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Is Your Online Reputation as Good as You Think It Is?

Your 11-page (and growing) Curriculum Vitae (CV) represents years of hard work. As a doctor, you prize and protect what colleagues and co-workers think about your professional persona.

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Hospital or Hotel? How Amenities Influence Facility Selection and Patient Satisfaction

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.

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