Blog & Resources

patient experience

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 ...

A Shot in the Arm for the No Good Healthcare Experience

It was supposed to be a routine, but necessary, appointment... At my son's physical, we noticed a weird thing and were referred to a dermatologist. (I'm happy to report there is nothing wrong.) But this is not the story of ...

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, ...

Patient Loyalty, Duct Tape, and Customer Experience Failure

Health care is expensive, humbling, sometimes embarrassing, and generally still a huge pain to get aligned, validated and scheduled.  Have you ever wondered where the "care" part of health care is hiding? I'm not referring to medical competency, or even staff ...

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 ...

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