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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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 […]
“An ambulance ride is probably the best way to get into this hospital,” a patient observed to me recently. “It avoids all the parking lot aggravation here.” I don’t think it was meant as a joke. Parking at many medical office buildings and hospitals is genuinely an obstacle to obtaining care—and a patient experience black […]
Everyone is in favor of improving patient care. And, as the theory goes, the government’s incentive system of rewarding quality performance—HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems)—is the universal pathway. But this year, the healthcare reform’s pay-for-performance method is more penalty than reward. “Medicare is giving bonuses to a majority of hospitals that […]
[Podcast] This installment in our continuing series of healthcare and hospital marketing interviews spotlights University of Utah Health Care, a leading academic medical center in Salt Lake City. Healthcare Success CEO Stewart Gandolf talks with Senior Director of Marketing Dennis Jolley at the recent Cleveland Clinic Patient Experience Summit. You might imagine the not-so-warm reaction […]
A conversation about the evolution of patient experience strategies and implementation is likely to reference Cleveland Clinic’s dramatic transformation from “about average” (in 2009) to “world-class leadership” that matches its clinical excellence. The 90-plus year old institution was the first major academic medical center to make patient experience a strategic goal, appoint a Chief Experience […]
It turns out that healthcare providers and auto dealerships have much in common. Often, what they share is a sour reputation with the people they serve. Stick with me on this for a minute. Surprisingly, improvements in the “dealership experience” world illustrate some useful concepts for better “patient experience.”
By Gregg Tarquinio, PhD We’ve all seen the headlines: Is patient engagement for real? Just another marketing buzzword? Here today, gone tomorrow? We in the healthcare industry find this disconcerting, to say the least, but without real measurements, can we blame the skeptics? Though the actual term patient engagement may have only formally taken hold […]
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 […]
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 […]
- 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
- Enhancing the Patient Experience: The Basic Do’s and Don’ts of Social Media March 11, 2012
- Patient Experience Success Story: “Before It Was Cool” September 16, 2012
- Patient Experience: Innovation Breakthrough or Lipstick on a Pig? November 3, 2014
- 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
- How Consumer Empowerment is Changing Your Medical Practice April 10, 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...