Healthcare has become a fiercely competitive business endeavor. And experienced providers and hospital executives know that finding, attracting and retaining new patients is a challenging process. The best practices (or getting it right) includes many touchpoint steps in this sales and service stream. A touchpoint is any contact spot between a patient (buyer) and a […]
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Become Best in Class in Patient Experience: Service Lessons from Iceland
Reykjavík, Iceland, is an unlikely place to discover best-in-class patient experience lessons. But the main airport has already established itself as a premier customer service facility. We’ll spotlight their success story shortly—along with a page or two you can use from their playbook. Stick with me on this, but first, here’s a bit of the […]
The Patient Journey Doesn’t Begin or End With a Warm Smile
Today, as has been the case for several years, the typical patient journey begins online. Fortunately, however, the unflattering term “Doctor Google”—patients doing their own “diagnostic research” online—is a less popular label these days. It could be that Internet users are growing smarter. A Google search is not the same as a medical degree. Sophisticated […]
Benefit or Barrier: Registration Kiosk and the Proper Patient Experience
So, which is better—face-to-face or face-to-screen? When technology makes an appearance in a medical office, it usually includes a tradeoff or two. And that’s the patient experience dilemma with self-service patient registration. Who likes it? It just depends. A positive patient experience begins early in the process—a phone inquiry, online appointment or office visit can […]
The Future of Healthcare Delivery and Patient Experience
A painful counter-current to a positive patient experience is the patient’s wait time. Nobody likes waiting. And the longer an individual waits for healthcare service, the more their level of satisfaction and positive patient experience erodes. Patients are waiting long before they get to the “waiting room.” On average it takes about three weeks to get […]
Patient Experience Improves Financial Performance
At least a few hospital administrators have quietly questioned how patient experience connects with financial performance. Skeptics say that experience is, at best it’s a “nice to have.” But for many executive leaders, the acid business test of a hospital facility is service line profitability. Part of the answer, of course, is where patent-reported experience […]
Hospital Parking Lot: Litmus Test for Family-Centered Care
[Guest Post by Dr. Paul Rosen] When I visit hospitals across the country, the first thing I like to check out is the parking lot. An informal assessment of the hospital parking lot is revealing. I like to see who has access to the premium parking spaces–those closest to the hospital. Is it the doctors […]
Every Hospital Should Have a Presidential Hotline
A colleague told us about his recent stop at a nearby Staples store for office supplies. One unique thing was attention getting. Taking a page from the retail giant, it would be easy for every hospital to have a “presidential hotline” to optimize feedback and the patient experience. Here’s the quick backstory. Our friend’s shopping experience […]
Never on Thursday: Flow and wait times at the DMV vs. the ER
Guest Post by Paul Rosen, MD A couple of weeks ago, I received the dreaded letter from the Department of Motor Vehicles. Visions of long lines, sitting on hard plastic chairs, and hours of wasted time went through my mind. It was a reminder to go to the DMV to renew my soon-to-expire Delaware driver […]
The Fine Art of Healing Begins with Caregiver Empathy
A Guest Post by cancer survivor Bruce W. Heinemann. In this article, Bruce shares his real-world insight about how patient experience, caring and empathy begins with the diagnosis. And it is an incredible opportunity for the caregiver to make a positive difference in the patient experience and its ultimate outcome. The diagnosis of prostate cancer […]
- 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
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- 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...