patient satisfaction

Patient Experience Improves Financial Performance

By on November 1, 2016 in Hospitals, Leadership, Patient-Centered Care

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

By on August 24, 2016 in Hospitals, Patient-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

By on July 12, 2016 in Culture, Hospitals, Patient-Centered Care

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

By on June 29, 2016 in Culture, Doctor Interactions, Patient-Centered Care

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

By on June 13, 2016 in Doctors, Patient-Centered Care

[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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