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Improving Wait Times: Tips to Creating a Better Patient Experience
This post is the second in a series. Part One, The Psychology of Waiting vs. Patient Experience Enemy Number One, is available here. For medical offices and hospitals, a chief cornerstone of delivering a positive patient experience is in “beating the clock.” The amount of time that a patient waits for healthcare services has a […]
Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction
by Neil H. Baum, MD In my medical practice, I use note writing extensively to communicate with patients, with families of patients and with referring physicians. And yet, when I received a note, which is not related to patient care, it is always a little surprising and uplifting, and I’m reminded why note writing (and […]
The Psychology of Waiting vs. Patient Experience Enemy Number One
Twenty-two minutes can seem like long time for a patient to wait in the reception area. Various national surveys peg the average wait time to see a physician at the 20-minute mark…with patient satisfaction dropping lower every five minutes. What’s more, virtually all patients perceive their wait to be too long. Perhaps the most influential factor […]
Defining, and Caring for, the Emotional Side of the Patient Experience
Every definition of Patient Experience—the really good ones—identifies an emotional component. In fact, the emotional experience of patients is ever-present in every aspect of the continuum of care. From the patient’s initial need, their clinical treatment, and their interactions with providers and staff, to the outcome or resolution of their medical issue, human emotions are […]
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...
- What Would Empathy-Based Healthcare Look Like? | News In Marketing: […] When I talked with Dr. Rosen on camera p...