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, [...]
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 [...]
Dear Colleagues and Friends, I hope this message finds you safe and well. As Patient Experience professionals, these last few months have been tremendously difficult. We have gone through extraordinary measures while navigating ever changing guidance to keep our patients, staff, ourselves and our families safe. To decrease the spread of COVID, we have found and [...]
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 [...]
As a former CEO and Registered Nurse, I understand the challenges in achieving the goals to create a patient-centric culture, improving the patient experience metrics of HCAHPS and meeting the requirements of Value-Based Purchasing. My innovative work in the early nineties about front-end redesign and my continuing passion for creating a patient-obsessed culture has led me [...]
PX Academy (PXA) opens its digital doors with the launch of its website and online training options in Patient Experience (PX) practice. As a subsidiary of CX University, PXA focuses on the concepts driven from Customer Experience by promoting positive patient and family experiences in the healthcare industry. Pulling from best practices in Customer Experiences, PX [...]
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 [...]