Blog & Resources

healthcare

5 Ongoing Challenges of Patient Experience

#of hours/year: this is when health happens. @markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be interested in reading Part 1: The ...

The Intentionality of Patient Empathy

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These ...

5 Ways to Improve the Patient Experience in 2016

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient ...

Who's Improving the REAL Experience of Healthcare Customers?

The healthcare industry in the United States is very focused on patient experience right now. At least, that's what they'll tell you. They tell you this because after being treated for anything from a paper cut to a heart condition, ...

When Business As Usual Is Broken, Customer Experience Suffers

If a tree falls in the woods when nobody is there, does it actually make a sound? It's a classic existential question.  How does it apply to your business? We often discuss here how we only work with "enlightened leaders." ...

5 Ways Patient Experience and Healthcare Will Change in 2014

We've been having some fun around here with predictions. It's always intriguing to channel Nostradamus and predict what will be new or different in the coming year. With so many changes around healthcare and the Affordable Care Act in the ...

Customer Experience Innovation via Curation

There are plenty of options for apps and tools for whatever ails you. Breaking into the market with yet another new one doesn't always make sense. Some brands are starting to realize the best way to serve their customers is ...

Clues for What Customers Want Next

A few days ago, Cisco released a report about what healthcare providers and consumers want in healthcare. One of the findings that stood out to me was the idea that virtual doctor visits are perfectly acceptable to many of us. ...

Complex Levels of Customers

I was sort of fascinated lately by this new app called "Gratafy" which is a new app where users can send a drink to a friend via the app. The gift recipient receives notice via social media and/or the app ...

Monday Must-Reads: Patient Experience

Customer experience is not always customer experience. Sometimes, it's client experience, patient experience, student experience or parent experience. Knowing your true customer is step one. Start peeling the layers away of the healthcare experience and you are quickly faced with ...

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