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 [...]
Dear Friends and Colleagues in Patient Experience, When I last wrote, I focused on the importance of enhancing the Patient Experience now more than ever with the impact of COVID on our healthcare delivery systems. What I did not mention at the time was that I have been working on the front line in a Long-Term [...]
Building and maintaining relationships are essential in enhancing the Patient Experience, keeping employees engaged, and creating loyalty. Empathy, compassion, and kindness are crucial psychological elements and skills that are needed to build trust with our patients and families. During this period of the COVID-19 pandemic, hospitals are rightly focused on survival, but are we seeing signs [...]
Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. Where is your organization? Patients are Powerful A consumer that is no longer satisfied with the inefficiencies and paternalistic [...]
Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. Patient and Family Engagement (PFE) is a critical component of any Patient Experience Strategy. That is true if [...]
An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Patient experience is about doing the right things right. I’d like to describe a real-life experience where it was evident many components of an engagement strategy were in place, but they fell far short of providing a pleasant experience. Early [...]
Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization—not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. Consumers who are no longer satisfied with the inefficiencies and paternalistic nature of health care are driving this paradigm [...]
Who’s in charge of the Patient’s Happiness? Much has been written on the role of patient’s happiness as it equates to a positive patient experience. This seems to make sense - happy patients are having a good experience. However, there exists confusion over whose role it is to keep patients happy and if happiness is really [...]
In this experience economy, many have touted the enormous value of capturing the hearts of customers. Here, at CX University, we fulfill the need for Customer Experience training and development, but In every industry, there should be effort underway to improve industry-to-consumer contact. The healthcare industry has an opportunity to create advocates of their customer-patients. [...]
What is old is new again… or is it? In 1995 a benchmark study related to timely administration of antibiotics in pneumonia patients ignited the energy around fixing the problem of delay by making the processes patient-centric. We didn’t have the understanding of patient and customer experience or the software programs to help identify and [...]