Healthcare reform and a shift to pay-for-performance are certain for 2013, but the substance and impact of this shift is still under discussion.
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How Mayo Clinic Uses Video Tours to Improve Patient Experience
We recently interviewed Lee Aase, Director of Mayo Clinic’s Center for Social Media, about several ways video can be applied to improve patient experience. Because 25% of Mayo’s patients travel to their clinics, Lee and his team put together video tours to give patients who travel a sense of what to expect before they arrive. […]
What Happens When a Patient Experience Researcher Becomes the Patient?
What happens when a patient experience expert becomes the patient herself? We recently interviewed Brooke Billingsley, CEO of Perception Strategies, to find out. Not only is Brooke a respected researcher, she is also currently undergoing treatment for Stage II breast cancer. During her interview she gives her perspective of the state of patient experience in […]
Patient Experience Matters More Now Than Ever
When consulting firm PricewaterhouseCoopers (PwC) conducted a national survey of over 6,000 US consumers in major industry sectors in the summer of 2012, they found several key differences between consumers’ attitudes and experiences in healthcare and other industries.
PwC Finds Patient Experience is the Number One Factor for Choosing a Doctor or Hospital
In the healthcare industry, patient experience and patient satisfaction are more important than ever before.
- 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...