Unlocking H2H: The Key to Everything in Patient Experience

By on January 5, 2016 in Doctors, Hospitals, Patient-Centered Care, Staff Interactions

There is a temptation for healthcare professionals to be drawn to the “big picture.” Communicators want to reach a large audience. Administrators are concerned about a facility’s daily population and the percentage beds occupied. Marketing minds consider wide service territories. And advertising plans want to know the reach and frequency. There’s nothing wrong with big picture […]

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Patient Manifesto: Understanding the Patient’s Perspective

By on December 8, 2015 in Doctors, Hospitals, Patient-Centered Care

There’s a fundamental gem of universally helpful business advice. That is, doctors should walk into their office—at least occasionally—through the front door. The idea is for the business owner to see and experience what their customer sees and experiences. In reality, there are many reasons that this doesn’t happen. But it remains solid advice that […]

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Improving Patient Experience with One Short Phrase

By on November 16, 2015 in Patient-Centered Care

There’s a three-word phrase that successful doctors use often in interacting with others. Civic leaders, business executives and sales people all use it effortlessly—and effectively. It’s one simple, short phrase that easily fits in conversation, and works wonders in improving communications and patient experience. Here it is: “Tell me more.” For sales people, simply saying, […]

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Solving Parking Challenges: Convenience is the New Currency

By on October 23, 2015 in Hospitals

“An ambulance ride is probably the best way to get into this hospital,” a patient observed to me recently. “It avoids all the parking lot aggravation here.” I don’t think it was meant as a joke. Parking at many medical office buildings and hospitals is genuinely an obstacle to obtaining care—and a patient experience black […]

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Indifference: The Sure-Fire Patient Satisfaction Killer

By on September 11, 2015 in Patient-Centered Care

Perhaps the most consistent complaint about assessing patient experience and patient satisfaction is that some things are difficult to quantify, measure or report in a meaningful way. Quite often, it’s not about the clinical quality of care. Satisfaction is about intangible feelings of respect, both real and imagined. Among the five reasons that people don’t like […]

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