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From Express Admission to patient experience education and cultural competence In 1995, Mary Anne Keyes and I published an article in Nursing Management titled “Express admission: An experiment in front-end redesign.” At the time, we were trying to solve a very practical problem: patients entering the hospital were moving through a system organized around departments [...]
An article in Becker’s Hospital Review caught my attention this week. In “5 big healthcare predictions for 2027: Forrester,” Mackenzie Bean reports that healthcare faces an “identity crisis” as patients increasingly seek guidance and services outside traditional healthcare settings. Among Forrester’s predictions: more than half of U.S. consumers will turn to public AI tools first for [...]
Why Healthcare Organizations Can No Longer Treat the Two Separately. For decades, healthcare organizations have worked to improve patient experience by focusing on communication, compassion, service excellence, and patient-centered care. At the same time, cultural competence in healthcare has often been addressed through a different lens—as part of diversity initiatives, workforce education, health equity programs, or [...]
As a leader in patient and customer experience, I spend my professional life helping organizations and individuals design systems that reduce friction, build trust, and deliver consistent, reliable service. I understand what creates a positive experience—and just as importantly, I recognize the warning signs when systems fail. I teach it! These same principles form the foundation [...]
At its core, this is not simply a technology debate. It is a patient experience conversation. Patients do not measure care in algorithms, efficiency dashboards, or predictive scores. They measure it in eye contact. In pauses. Whether they feel heard. Whether the nurse sits instead of standing. Whether the clinician turns toward them or toward a [...]
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 [...]
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 [...]
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 [...]