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 […]
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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 […]
Measuring patient satisfaction by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey scores is a topic of considerable discussion. But now that patient satisfaction scores have become the “universal yardstick” for determining 30 percent of the federal financial incentive program, HCAHPS and patient satisfaction scores have serious financial weight with hospitals.
Respected studies document patient experience and satisfaction as important, sometimes primary, factors in the healthcare delivery continuum.
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 […]
A curious and confounding dilemma about all that encompasses “the patient experience” is that it is not a single, straight-line continuum. Process thinking is tempting: A patient comes in the door, receives medical care and exits. A linear structure, with a beginning, middle and end would be simpler to define, quantify, manage, monitor, improve and […]
No one likes to be kept waiting, especially in a hospital or doctor’s office. Few will dispute the fact that it’s important to see your physician. But when the accompanying wait interrupts our daily schedule and forces us to cancel planned activities or lose productivity at work, it’s easy to get angry, frustrated and feel […]
- 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
- Don’t Let Your Technology Get in the Way of Patient Satisfaction October 16, 2012
- Medicare Star Ratings: Consumers Ignore But Industry Debates October 23, 2012
- Never on Thursday: Flow and wait times at the DMV vs. the ER June 1, 2016
- 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
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