Recently, we were talking with a marketing savvy client about the real meaning of patient experience. We agreed with Jill Mathison, VP Ambulatory Services, Pomona Valley Hospital and Medical Center, that it’s a tough concept to define, and a challenge to translate into a hospital brand and branding message. But the hard truth, we concluded, is that […]
Tag Archives | patient experience
Empowered patients expect physicians to use email. Patient Experience thought leader and Pediatric Rheumatologist Dr. Paul Rosen challenges fellow doctors to bring their communications into the 21st century to improve patient access to care, quality of service, boost patient satisfaction, enhance productivity and stand out above the competition. All too often, it seems like 21st […]
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 […]
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 […]
Apple’s new Watch (mistakenly referred to as the “iWatch” in media rumors) is now officially “official,” although still not here. Availability is early 2015, they say. Notwithstanding that the Watch tells time and several other things, Apple is making a big splash with the health-related capabilities. The device, using sensors, apps and smartphone connectivity, ties itself […]
[Video Podcast] Stewart Gandolf talks with William Johnson, System Director, Patient Experience, Memorial Health System, Springfield, IL at Cleveland Clinic’s Patient Experience Summit Understanding, monitoring and improving the patient experience is a like a long-distance marathon without a finish line. It’s a process that Memorial Health System uses for continuous improvement. Looking at the entire patient […]
It turns out that healthcare providers and auto dealerships have much in common. Often, what they share is a sour reputation with the people they serve. Stick with me on this for a minute. Surprisingly, improvements in the “dealership experience” world illustrate some useful concepts for better “patient experience.”
By Gregg Tarquinio, PhD We’ve all seen the headlines: Is patient engagement for real? Just another marketing buzzword? Here today, gone tomorrow? We in the healthcare industry find this disconcerting, to say the least, but without real measurements, can we blame the skeptics? Though the actual term patient engagement may have only formally taken hold […]
Hospitals and health systems across the country are using specialized video messages to help shape a positive patient experience…even before the patient arrives at the facility. Label it “patient education” or perhaps “informed awareness,” video presentations reduce a patient’s fear of the unknown about having surgery, or simply showing what the place looks like. It […]
Good beginnings are required for good endings.
- 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
- 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...