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After the storm: A personal reflection on COVID and the future of customer experience
During a thunderstorm can you really appreciate the grandiosity and absolute supremacy of Mother Nature? -
NewYork-Presbyterian CXO Rick Evans: If we want to restore healthcare financial margins, we need to maintain focus on patient and consumer experience
It's an understatement to say that the healthcare environment continues to be challenging for hospitals and health systems. Many healthcare organizations are focused on strengthening the bond with patients, rebuilding their experience and trying to balance that work with restoring financial margins that have taken major hits in the post-pandemic environment. -
Legacy Health facing possible sanctions as it seeks to divert patients from birthing center
Portland, Ore.-based Legacy Health said it will plan to divert pregnant women in labor March 17 from its Mount Hood Medical Center to another hospital even as it faces possible sanctions from the Oregon Health Authority. -
Disrupt the pattern of patient frustration: Leaders' advice for revamping engagement
The quality of the patient care experience extends far beyond the exam room as it encompasses every interaction before and after the patient's exam-room experience. -
More customers ready to rebuke companies that miss expectations
The number of consumers engaging in revenge-seeking behavior against companies has more than tripled over the past three years, reflecting dual trends of declining customer experiences and the digitization of complaining. -
Prime Healthcare hospital under investigation after death of new mother
A Los Angeles area hospital operated by Ontario, Calif.-based Prime Healthcare is under investigation after the death of a woman in its care amid allegations of neglect, according to a March 3 report in The Guardian. -
'I wish we could see our vet instead': Patient burnout grows
Healthcare experiences defined by long wait times, rushed visits with overworked clinicians and high bills are disillusioning U.S. patients, TIME reported Feb. 27. -
60% of Americans uncomfortable with AI in medical care: 4 findings
A majority of Americans are still uneasy about artificial intelligence being used in their own medical care, a Feb. 22 report from Pew Research Center found. -
Three Ways to Use Automation to Deliver Better Patient Experiences in 2023
Nearly half of provider group executives cite quality of scheduling as the most important factor for patient experience in a recent survey; optimizing patient communication will pay big dividends in 2023. -
Changing the tune of medical alarms can improve patient, clinician experience: study
Hamilton, Ontario-based McMaster University and Nashville, Tenn.-based Vanderbilt University researchers found changing the tune of hospital medical devices can improve patient and clinician experience. -
Best practices in mobile engagement tools: First build the foundation, then customize your offerings for your patient population
Consumers today expect basic mobile patient engagement tools from the healthcare system. -
Press Ganey taps 5 hospital workers for human experience awards
Press Ganey named five recipients of its 2023 human experience achievement awards Feb. 8. -
Despite long waits and boarding, hospital EDs can keep patients satisfied
Overcrowding in hospital emergency departments leads to low patient satisfaction which, in turn, becomes a financial punch in the gut for clinicians, as compensation incentive plans are tied directly to satisfaction scores. -
Why patients are picking new providers: 8 notes
A recent survey from IT company Accenture found that more patients are switching healthcare providers than in previous years, and it identified four attributes patients look for in a provider. -
Patients' retention of care info remains poor, but here's what they say could help improve it
Roughly half of patients are able to correctly remember post-discharge treatment plans and diagnosis details, even though 90 percent of patients say they feel confident in their knowledge of this upon discharge, a study published by The Joint Commission found. -
'Difficult patient' flag leads to treatment disparities, researchers say
Behavioral flags in electronic health records are designed to to help prevent violence against clinicians, but the flags might also prevent some patients from receiving full care, according to a recent study. -
Press Ganey recognizes top healthcare organizations for patient experience
Press Ganey recognized 95 hospitals, health systems, ASCs, medical groups, and other healthcare providers that rate in the 95th percentile for patient experience. -
5 patient experience tips from Cleveland Clinic's former CXO
Adrienne Boissy, MD, a practicing neurologist and Cleveland Clinic's former chief experience officer, has been in healthcare for 20 years, but as is the case with so many professionals in the field, COVID-19 reshaped how she viewed the patient experience and her role as a provider. -
NewYork-Presbyterian CXO Rick Evans: 2023 is here. Where are we with patient experience?
As 2023 begins and we reflect on yet another challenging year for patient experience work, the pandemic's lingering effects continue to reverberate in our organizations. What have we accomplished during the year, and what has been learned about the work needed to restore the experience? -
Beaufort Memorial partners with Publix to offer telehealth services
Beaufort (S.C.) Memorial Hospital is partnering with Lakeland, Fla.-based supermarket and pharmacy chain Publix to open a fourth telehealth location.
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