Patient Experience Success Story: “Before It Was Cool”

Leigh Cornell

Leigh Cornell

Now that Medicare reimbursements will rise and fall based upon patient satisfaction scores, a lot of hospitals are scrambling to improve the way they interact with patients.

Of course, changing a hospital’s culture takes time, and push back from doctors and staff can sometimes be intense.

Our client, Pomona Valley Hospital Medical Center, has won many awards for outstanding patient experience and customer service. On a recent video shoot, we took time out to interview Leigh Cornell,  Executive Director of Administration, about her experiences in this area.

During this interview, Leigh speaks candidly about what worked for their team – and what didn’t. She also gives advice to hospitals that are just beginning their journey toward a better patient experience.

Stewart Gandolf, MBA

About Stewart Gandolf, MBA

Stewart Gandolf, MBA, is both the Publisher of PatientExperience.com and the Co-Founder of Healthcare Success. Stewart has written for dozens of leading healthcare publications and spoken at hundreds of venues on a variety of topics including marketing, reputation management and patient experience. Additionally, he has personally consulted for over 1,500 hospitals and practices. Prior to becoming an entrepreneur, Stewart worked for leading advertising agencies including J. Walter Thompson.

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One Response to Patient Experience Success Story: “Before It Was Cool”

  1. Patricia small April 12, 2013 at 9:39 pm #

    Love the videos but how would this work in a Doctors office

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