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patient registration kiosk

Benefit or Barrier: Registration Kiosk and the Proper Patient Experience

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 […]

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You Had Me at Hello: Winning with the First Word in Patient Experience

?” This little adventure began when a prospective new patient called a doctor’s office for a first appointment. And “rather than saying something pleasant, like Hello, the first word out of the receptionist’s mouth was ‘Insurance?’” The rudeness of her tone continued: “’IN! SUR! ANCE!’ She bit off each part of the word…she wanted to […]

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Easy Delivers Great Patient Experience

It’s Hard to Be Easy: How to Deliver Great Patient Experience

The world of healthcare delivery continues to change—and the operational watchword is “easy.” This concept—a proven idea that practices can implement today—comes from the retail consumer world. Simply…when you make it easy for the customer, you differentiate yourself from the pack, and your results increase exponentially. “It’s supposed to be hard. If it wasn’t hard, […]

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consumer empowerment

How Consumer Empowerment is Changing Your Medical Practice

As patients increasingly are taking ownership of their health, the time-honored, physician-centric, healthcare delivery system is changing for the better. Consumer empowerment is their new watchword. And the lineup of expectations and patient demands includes transparent and personalized services. What’s more, your patient-centric audience wants a complete service package that is affordable, fast and convenient. […]

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patient experience score improvement

Have Hospitals Reached the Ceiling for Patient Experience Improvement?

Research suggests has it that patient experience improvements may have reached their peaks. Have improvement rates bumped their head against a ceiling. Rates went flat since the Centers for Medicare and Medicaid Services (CMS) connected patient experience scores to value-based incentives. Something about the ceiling observation reminds us of Charles Holland Duell. It’s one of those […]

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patient satisfaction

Patient Experience Improves Financial Performance

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 […]

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patient experience doctor parking

Hospital Parking Lot: Litmus Test for Family-Centered Care

[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 […]

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Every Hospital Should Have a Presidential Hotline

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 […]

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caring hands

Patient Experience Perfection in 16 Minutes or Less

The secret to improving “the patient experience” is delivering what the patient wants most in every physician encounter. Clinical excellence? Yes, certainly. (That’s sort of a given.) A friendly smile? Sure. Empathy? Naturally. Authoritative confidence? Yep. Eye contact. Connectivity booster. These are all important elements in the patient experience mix. But consider that the typical […]

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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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