Early on, we learn to talk. And throughout life we’re quick to “have something to say,” and contribute to social interaction…with friends, colleagues, and even with strangers. Storytelling, verbally presenting ideas and communicating information becomes second nature; a practiced skill that’s valuable in business and personal interaction. Some people take public speaking classes or polish […]
Author Archive | Lonnie Hirsch
Experiential Marketing: The Untapped Advantage for Doctors and Hospitals
When big-budget advertisers are determined to make a brand-awareness splash with the public, they often need elaborate (and expensive) preparation. The textbook label is Experiential Marketing, defined as “a form of advertising intended to customers experience the brand.” Fortunately, doctors and hospitals have a largely untapped advantage over consumer and retail brands when it comes to […]
Social Media: How to Build a Better Experience-Path to Your Door
If the Internet is the “new front door” for hospitals and healthcare providers, then social media is the trusted pathway to engagement and the vitally important initial patient experience. Curiously, the most frequent citation about online health information sounds impressive, but it doesn’t reveal the underlying power of contemporary digital. You’ll often hear: “72% of […]
Madvocates: Patient Experience Naysayers Are Not Who You Think
As often happens, a consumer research study has proven something that you probably knew intuitively…that bad news travels fast. But the survey by Colloquy, a consumer loyalty firm, identifies and quantifies the demographic slices that are “predisposed to engage in negative WOM (word-of mouth) practices after suffering a bad experience.” But the surprising insight about […]
Can Telemedicine Also Deliver Patient Satisfaction?
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 Satisfaction Solutions From a Virtual Brainstorm [Infographic]
Question: What happens when you bring together thousands of individuals from healthcare and technology—and you challenge them create solutions for patient satisfaction, patient experience and other pressing healthcare issues? Answer: The unique virtual brainstorm session, labeled Innovation HealthJam, identifies over 250 actionable ideas—potential solutions and improvements—to help shape the future of healthcare. Here’s how that […]
How Wearable Tech Will Benefit Healthcare and the Patient Experience
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 […]
- 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...