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In today’s fast-moving health-care landscape, the old mantra “the customer is always right” has evolved into a more nuanced understanding: the patient is the central axis of every successful organization. As we strive to build businesses that not only survive but flourish, we must recognize that the quality of the patient experience directly influences our bottom line, staff [...]
I read a recent Becker’s Hospital Review analysis on hospital expenses per adjusted inpatient day with a strong sense of recognition—not surprising, but recognition. The data mirrored patterns I have lived across decades in healthcare leadership, and it compelled me to respond because headlines rarely capture what hospital costs actually represent to patients, families, clinicians, and [...]
Introduction: Empathy, Compassion, and Caring in Patient Experience Empathy, compassion, and caring form the moral and emotional foundation of healthcare and are central to the modern understanding of patient experience. While clinical competence, technology, and evidence-based protocols are essential, they are insufficient on their own to meet the needs of patients during moments of profound vulnerability. [...]
Artificial Intelligence (AI) is transforming how healthcare organizations deliver patient experience across the United States, the United Kingdom, Canada, Europe, and the Gulf Cooperation Council (GCC) nations. While often discussed in terms of automation, AI’s true value lies in its ability to elevate human connection, personalize care, advance equity, and return time to clinicians so they [...]
Introduction Patient experience has evolved from a buzzword to a strategic imperative in healthcare. For those of us who’ve spent decades in clinical and executive roles, we know treating the disease is not enough; we must care for the person. Through my journey as a nurse, executive, and founder of PX Academy, I’ve reflected deeply on [...]
In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. They bring convenience, enhance communication, and personalize care, promising a higher quality of service. However, have these innovations truly fulfilled their promise? The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers [...]
In the intricate maze of healthcare, amid the hustle of medical procedures and tests, it's frequently nurses who leave the most profound imprint on patients' lives. Nurses, characterized by their steadfast dedication, empathetic care, and clinical prowess, stand at the forefront of shaping the patient’s experience. Their role extends beyond mere administration of medication, documentation requirements [...]
Health equity refers to the concept of ensuring that everyone has a fair opportunity to attain their highest level of health. It involves addressing disparities in health outcomes and access to healthcare services. The COVID-19 pandemic has glaringly exposed deep-seated health disparities within the United States and globally, which existed long before the pandemic. Prior to [...]
The Net Promoter Score (NPS) is a key metric for measuring loyalty and satisfaction traditionally from customers; however, patient feedback is equally important for healthcare organization change and improvement. It is based on a simple survey question that asks respondents how likely they are to recommend a product or service to a friend or colleague, using [...]
As a seasoned registered nurse with decades of experience in the healthcare industry, you'd think I'd have all the answers when it comes to navigating the intricacies of the medical system. However, even with my background, a recent health scare opened my eyes to the challenges and frustrations that patients often face when seeking care. It [...]