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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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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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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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Patient Experience Imperative and a Sustainable Competitive Advantage

There’s a trend among consumers that one highly respected research firm calls “the age of the consumer. A focus on the customer matters more than any other strategic imperative,” advises Forrester Research. “Customer experience translates into real business value, and customer-centricity is your best bet for sustainable competitive advantage.”

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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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Leigh Cornell

Patient Experience Success Story: “Before It Was Cool”

Now that Medicare reimbursements will rise and fall based upon patient satisfaction scores, a lot of hospitals are scrambling to improve the way they interact with patients. Of course, changing a hospital’s culture takes time, and push back from doctors and staff can sometimes be intense. Our client, Pomona Valley Hospital Medical Center, has won […]

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Lee Aase

How Mayo Clinic Uses Video Tours to Improve Patient Experience

We recently interviewed Lee Aase, Director of Mayo Clinic’s Center for Social Media, about several ways video can be applied to improve patient experience. Because 25% of Mayo’s patients travel to their clinics, Lee and his team put together video tours to give patients who travel a sense of what to expect before they arrive. […]

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Brooke Billingsley

What Happens When a Patient Experience Researcher Becomes the Patient?

What happens when a patient experience expert becomes the patient herself? We recently interviewed Brooke Billingsley, CEO of Perception Strategies, to find out. Not only is Brooke a respected   researcher, she is also currently undergoing treatment for Stage II breast cancer. During her interview she gives her perspective of the state of patient experience in […]

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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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