Today, as has been the case for several years, the typical patient journey begins online. Fortunately, however, the unflattering term “Doctor Google”—patients doing their own “diagnostic research” online—is a less popular label these days. It could be that Internet users are growing smarter. A Google search is not the same as a medical degree. Sophisticated […]
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So, which is better—face-to-face or face-to-screen? When technology makes an appearance in a medical office, it usually includes a tradeoff or two. And that’s the patient experience dilemma with self-service patient registration. Who likes it? It just depends. A positive patient experience begins early in the process—a phone inquiry, online appointment or office visit can […]
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 […]
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 […]
[Guest Post by Dr. Paul Rosen] When I visit hospitals across the country, the first thing I like to check out is the parking lot. An informal assessment of the hospital parking lot is revealing. I like to see who has access to the premium parking spaces–those closest to the hospital. Is it the doctors […]
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 […]
Guest Post by Paul Rosen, MD A couple of weeks ago, I received the dreaded letter from the Department of Motor Vehicles. Visions of long lines, sitting on hard plastic chairs, and hours of wasted time went through my mind. It was a reminder to go to the DMV to renew my soon-to-expire Delaware driver […]
A Guest Post by cancer survivor Bruce W. Heinemann. In this article, Bruce shares his real-world insight about how patient experience, caring and empathy begins with the diagnosis. And it is an incredible opportunity for the caregiver to make a positive difference in the patient experience and its ultimate outcome. The diagnosis of prostate cancer […]
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 […]
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 […]
- 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
- Don’t Let Your Technology Get in the Way of Patient Satisfaction October 16, 2012
- Medicare Star Ratings: Consumers Ignore But Industry Debates October 23, 2012
- Never on Thursday: Flow and wait times at the DMV vs. the ER June 1, 2016
- How to Build the Doctor’s Office of the Future Today September 5, 2017
- The Patient Journey Doesn’t Begin or End With a Warm Smile August 4, 2017
- Benefit or Barrier: Registration Kiosk and the Proper Patient Experience July 18, 2017
- 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
- 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...