It’s only natural that the ways and means of delivering quality healthcare continue to commingle and expand with technological advances. In particular, the slice of telemedicine known as “virtual visits” or “e-visits,” bring doctor and patient together through an online encounter. There’s considerable evidence of positive provider and patient benefits in e-visit applications including cost […]
HCAHPS: Missing the Measure of Experience vs. Satisfaction
Everyone is in favor of improving patient care. And, as the theory goes, the government’s incentive system of rewarding quality performance—HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems)—is the universal pathway. But this year, the healthcare reform’s pay-for-performance method is more penalty than reward. “Medicare is giving bonuses to a majority of hospitals that […]
Overcoming the Dichotomy of Professional Distance
A physician recently reminded us: “Doctors are trained to be impersonal.” In saying this, they were struggling to balance the apparent dichotomy between maintaining professional distance and bringing empathy and engagement to patient-centered care. A common course for some doctors is to cling to a traditional hierarchy that elevates the physician to a superior role. […]
10 Big Ideas to Move Patient Experience From Good to Great
Healthcare delivery in the United States continues to transform itself from provider-centric care to a patient-centered environment with a key goal of excellence in patient experience. Medical offices and hospitals have made significant inroads in recognizing the vital importance of “the customer.” They recognize the benefits of delivering a positive patient experience, but making breakthrough progress—and […]
Patient Experience: Innovation Breakthrough or Lipstick on a Pig?
A professional colleague has an insightful perspective on what’s good, and what’s not so good, about “patient experience.” Admittedly, his viewpoint is purely experiential. He speaks only as a patient, and as family caregiver, who has seen many doctors’ offices. It’s not scientific, but the assessment rings true with many people. Let me know if […]
- The Psychology of Waiting vs. Patient Experience Enemy Number One
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Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction
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Patient Experience Success Story: “Before It Was Cool”
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Leadership: The Multi-Faceted Challenges and Rewards of Patient Experience
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Hospital or Hotel? How Amenities Influence Facility Selection and Patient Satisfaction
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Patient Loyalty: Why People Buy Emotions, Not Things
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4 Patient Experience Touchpoints: Doing the Right Thing
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Become Best in Class in Patient Experience: Service Lessons from Iceland
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4 Smart Strategies That Deliver Stronger Patient Experience
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Turning the Battleship and Building a Better Healthcare Experience
- 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...