“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 […]
Tag Archives | hospitals
Transparency Fosters Physician Pride: It’s the Right Thing to Do
[Podcast] This installment in our continuing series of healthcare and hospital marketing interviews spotlights University of Utah Health Care, a leading academic medical center in Salt Lake City. Healthcare Success CEO Stewart Gandolf talks with Senior Director of Marketing Dennis Jolley at the recent Cleveland Clinic Patient Experience Summit. You might imagine the not-so-warm reaction […]
The Hospital and Car Dealer Odyssey: Reimagining Customer Experience
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.”
Small Things That Build Patient Experience Big-time
Hospital and medical care providers recognize that the patient experience—and positive patient satisfaction—is best constructed with a thousand little building blocks. (Maybe a million.) One of the better outlines of patient “wants” was offered in Stephanie Staples’ post on nursetogether.com. She writes, patients want to know: Help me feel human. Empower me. Ease my fear. […]
- 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...