Patient Experience
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Seventy-nine more hospitals gained five-star ratings for quietness compared to May, according to CMS five-star rating data. CMS’ patient survey…
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“Consumer” is a word some healthcare industry members resist, wary that it reduces patients to a transactional label. Heather Geisler, executive vice president and chief brand and experience officer of Henry Ford Health in Detroit, doesn’t share that hesitation. “I…
New Orleans-based Ochsner Children’s has launched an advisory council made entirely up of pediatric patients. Ochsner Children’s Kids’ Council members are ages 5 to 18 and represent a wide range of medical experiences, according to a Sept. 3 news release…
For most of healthcare’s history, language access and patient experience have traveled on parallel tracks. One evolved into a strategic discipline with executive sponsorship, dedicated budgets, sophisticated measurement systems, and direct ties to quality and reimbursement. The other evolved primarily…
Over the past decade, healthcare organizations have increasingly adopted high-reliability organization principles to improve patient safety. The Agency for Healthcare Research and Quality, a component of the U.S. Department of Health and Human Services, defines HROs as organizations that operate…
Nearly 7 in 10 patients view their test results online before a clinician contacts them to explain, according to a study published Aug. 18 in JAMA Network Open. The study drew on 4,982 respondents to the 2024 “Health Information National…
Texting has become one of the most reliable ways to reach patients, but hospitals can easily overuse this communication mode and risk losing the channel entirely, Penn Medicine researchers wrote in a June 29 viewpoint in JAMA Internal Medicine. Kimberly…
Hyde County (N.C.) Emergency Medical Services said Aug. 11 it is the first EMS team in the U.S. to deploy a one-person aircraft, piloted by a paramedic, to provide advanced life support to patients waiting on ambulances. During two 911…
Patient Access Reaches an Inflection Point: From Assembling Tools to Designing Architecture
Over the last few years, patient access has evolved from a resource challenge into a technology discipline. Healthcare organizations adopted voice AI to answer inbound calls, implemented self-scheduling to move booking online, and invested in engagement platforms to automate reminders…
As we enter the second half of 2026, several trends are becoming clear. Financial pressure, expanding experience portfolios and federal policy changes are reshaping the future of patient experience. Together, they reveal an important reality: organizations that continue to invest…
Most patients decide on a hospital before settling on a physician — or land on both in the same step — when they first encounter a new health concern, according to survey results U.S. News & World Report published July…