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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 [...]
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 [...]
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 [...]
“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 [...]
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 [...]
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 [...]
I recently investigated refinancing my home. My first thought was, “Why can’t they make this easier?” The first lender I dealt with made it so difficult to comply with the overburdensome requirements for various financial documents that I almost didn’t go through with the refinance. Instead, I looked at another vendor who made it easier, however, [...]
Patients seeking care are fragile. They are occupied with concerns and may be worried, especially if they are admitted to hospitals. In the context of this environment, a partnership between patients and their care providers is vital. Patients must be at the center of all we do because it is their health, wellbeing, and healthcare decisions, [...]
The landscape of healthcare is rapidly shifting to incorporate the best practices in the customer experience discipline that have been tried, tested, and fine-tuned by many businesses across the globe. Customers in business purchase products and services because they want to do so. Customers in the healthcare world DO NOT want to be customers. But they [...]
CX and PX Training Gives Graduate Credits BETHLEHEM, PA, October 22, 2020: Today, CX University (CXU) and Moravian University jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience. CXU offers fully online courses in Customer Experience (CX) that teach the 6-pillars [...]