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 [...]
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 [...]