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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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wait and flow ER

Never on Thursday: Flow and wait times at the DMV vs. the ER

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 […]

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The Fine Art of Healing Begins with Caregiver Empathy

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 […]

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patient experience and satisfaction

If You Think Your Patient Experience Delivery is Good, Think Again.

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 […]

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online appointment dog

Appointments, Patient Experience and the Age of Convenience

It’s far easier for you or me to make an appointment for doggie day care than it is to see a doctor. It’s frustrating. Priorities somewhere are upside-down. It shouldn’t be so, but that’s the facts, Jack. In many (perhaps most) parts of the nation, technologically advanced healthcare providers and medical facilities sadly trail the comparatively […]

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