[Video Podcast] Stewart Gandolf talks with William Johnson, System Director, Patient Experience, Memorial Health System, Springfield, IL at Cleveland Clinic’s Patient Experience Summit Understanding, monitoring and improving the patient experience is a like a long-distance marathon without a finish line. It’s a process that Memorial Health System uses for continuous improvement. Looking at the entire patient […]
Tell a Good Story: The Universal Patient Experience Gateway
Achieving a “positive patient experience” in healthcare delivery is the product of many things. No matter how you choose to define it, the whole will be greater than the sum of a thousand tangible and intangible experiential components. It may seem like a daunting challenge to control, channel and quantify these constantly moving parts, but […]
4 Ways to Discover the Experience Patients Really Want
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 […]
Dale Carnegie and His Mother Would Love This Doctor
Our little story begins with a recent patient visit to a doctor’s office. The story is true, but in the interest of patient privacy, we’ll avoid identifying particulars. Among friends and family, the patient sometimes refers to herself as a “little old lady.” And at 90 years of age, the label fits in the kindest […]
The Hospital and Car Dealer Odyssey: Reimagining Customer 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.”
Recent Podcasts
- 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
- Patient Experience Success Story: “Before It Was Cool” September 16, 2012
- Leadership: The Multi-Faceted Challenges and Rewards of Patient Experience May 11, 2012
- Hospital or Hotel? How Amenities Influence Facility Selection and Patient Satisfaction September 12, 2012
- Patient Loyalty: Why People Buy Emotions, Not Things January 19, 2018
- 4 Patient Experience Touchpoints: Doing the Right Thing December 6, 2017
- Become Best in Class in Patient Experience: Service Lessons from Iceland November 13, 2017
- 4 Smart Strategies That Deliver Stronger Patient Experience October 27, 2017
- Turning the Battleship and Building a Better Healthcare Experience October 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...
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