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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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people strategy office culture

Patient Experience Starts with Your People Strategy

Have you ever walked into a store, business or medical practice and felt immediately at ease, welcomed and comfortable? When you feel a sense of tension or discomfort it is almost palpable. But when you experience positive feelings, it’s easily overlooked. Ensuring a warm and welcoming tone for your patients can be challenging for various […]

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Unlocking H2H: The Key to Everything in Patient Experience

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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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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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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Apology: The Power of “I’m Sorry” in Patient Satisfaction (and Avoiding Litigation)

Most fairy tales begin with “once upon a time.”  There is a fairy tale in the healthcare profession: once upon a time the initials “M.D.” indicated status, trust, and perfection.  Most physicians today realize that elevated status, abundance of knowledge, infallibility, and blind trust by our patients are long gone and are the stuff of […]

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9 Ways to Improve Doctor to Patient Social Interactions

As research begins to quantify the positive effects of empathy on patient experience—from compliance with physician’s orders and reduction in errors and malpractice suits to patient outcome—medical schools are reacting and looking for ways to integrate empathy and social skills training into their curriculums. Psychologist Mohammadreza Hojat studies physician training at Jefferson Medical College-Thomas Jefferson […]

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Annoying Habits That Drive Patients Crazy

Morning grumpiness? Checking email three times during dinner? You probably know which of your habits drive your spouse, your kids and even your friends crazy. And maybe your office staff wishes you’d work on your wardrobe selection or interpersonal skills. How about your interaction with patients? Patient satisfaction is influenced by interaction “intangibles” such as […]

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Maslow’s Hierarchy and Five Touch Points That Improve Patient Experience

The need for patients to feel good about their healthcare providers and their experience isn’t just a matter of proper manners in the office. In fact, patient satisfaction has its roots in a number of developmental psychology studies. Perhaps the best known is psychologist Abraham Maslow’s hierarchy of needs. Generally, Maslow provided an outline of […]

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Studies Confirm Long Wait Times Erode Satisfaction and Revenue

No one likes to be kept waiting, especially in a hospital or doctor’s office. Few will dispute the fact that it’s important to see your physician. But when the accompanying wait interrupts our daily schedule and forces us to cancel planned activities or lose productivity at work, it’s easy to get angry, frustrated and feel […]

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