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Beyond the Kiosk: Restoring Human Touch in Healthcare Technology

By |2025-01-10T14:54:18-05:00January 10th, 2025|Categories: Patient Experience, Press Release|

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 [...]

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Unveiling the Heart of Nursing

By |2024-04-27T16:49:35-04:00April 16th, 2024|Categories: Patient Experience|

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 [...]

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Advancing Health Equity: Cultivating Cultural Sensitivity in Healthcare

By |2024-04-27T18:40:59-04:00April 2nd, 2024|Categories: Patient Experience|Tags: |

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 [...]

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PX Academy Breaks the Threshold to +90 Net Promoter Score

By |2024-03-29T07:51:32-04:00March 29th, 2024|Categories: Press Release|

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 [...]

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Nurse as a patient, what can we learn from that?

By |2024-03-19T10:28:28-04:00March 19th, 2024|Categories: Patient Experience|

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 [...]

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The Art of Patient-Centered Service Recovery

By |2023-09-29T17:37:06-04:00September 28th, 2023|Categories: Uncategorized|

Turning Service Failures into Opportunities to improve the overall patient experience  When we strive to improve the patient’s experience through seamless, effective service; building trust, loyalty, and treating patients and their families with kindness, dignity, and respect, inevitably things still go wrong. Our goal, of course, is to prevent pain points from happening by understanding the [...]

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Why Is Improving the Patient Experience Such a Struggle?

By |2023-05-15T10:36:10-04:00May 16th, 2023|Categories: Patient Experience|

Why is it so difficult to make patients feel cared for, treated with kindness and respect, and include the patient and family in the patient’s healthcare plan? Even the simple things like delivering a meal on time and at the right temperature or answering a call - bell in a timely manner seem like an impossible [...]

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Kindness: The key to patient-centered care

By |2022-05-02T02:42:58-04:00May 2nd, 2022|Categories: Patient Experience|Tags: , , , |

“In a world where you can be anything, be kind.” -Author unknown Kindness is a word that is generally accepted to mean the quality of being friendly, generous, empathic, sympathetic and considerate. I recently attended a Gathering of Kindness conference and came to understand that kindness can be by omission where you leave thoughts unsaid or [...]

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Why is it important to be a Patient Experience Professional?

By |2021-08-29T10:52:58-04:00August 30th, 2021|Categories: Patient Experience|Tags: , , , |

Patient experience is an emerging field, driven in part by the  increasing emphasis from regulation, reimbursement incentives, and consumer demands. It goes far beyond providing excellent clinical care. Care today requires that every aspect of the patients’ journey is considered and addressed. Some critical touchpoints in this journey include physical comfort, convenience, patient awareness and understanding [...]

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Are Patients Customers?

By |2021-05-25T01:18:16-04:00April 7th, 2021|Categories: Patient Experience|Tags: , , , , |

In a facebook group called “Show me your stethoscope/ A nation of Nurses” a question was posed. “Are patients’ customers?” There were 2,734 responses as of the date of this writing. Although I did not read all of them, I did read many and the majority are from nurses who said an emphatic “NO!” Utilizing, I [...]

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