Empathy for Patients. Why We All Work to Make Better Hospitals
An urban legend poem strikes at the heart of why all of us who care for patients want to create better hospitals. It is inside our hearts where we see the patients as real people.
Category: Patient Experience
Who Wants to be seen as a Culturally Insensitive Hospital?
Culturally competent care will lead to a better patient experience. The National Quality Forum recently issued a framework for culturally competent care that it believes could serve as a model for accreditation standards.
Apr 03, 2009 | 0 comments | View Post
How to Get Your Hospital on the National News
Front office staff, listen up! You could find yourself in a very embarrassing spotlight that negates years of advertising, millions spent on upgraded facilities and more millions on attracting physicians, nurses and specialists to deliver care.
I just happens that we have a recent case history for how to destroy a hospital’s reputation.
Talk show host Glenn Beck was, according to his story, actually ignored by the front office staff when he came to the hospital in severe pain. He decided to do a short video about the way he was treated — not by the doctors but by the administrative staff.
The Patient Experience and Why We are Called Patients
I share this one portion of a cancer patient’s blog as she tells her journey.
She was astounded at apparent inept systems at the hospital where she was getting chemo. Mind you, she’s been in this routine for weeks but upon entering the hospital for the now-routine therapy, here’s what she experienced:
Feb 27, 2009 | 0 comments | View Post
Medical Center’s Blogging Builds Trust
Context within a medical center … delivered by of all things, one of the first blogs from a healthcare provider. Toby Bloomberg at Diva Marketing has a great profile on why Windber Medical Center’s CEO Nicholas Jacob took the risk of blogging out in the public. What’s so remarkable to me is the honest candor [...]
Enhanced Patient Experience with In-Room Internet
The Washington Hospital, a 265-bed hospital in western Pennsylvania, plans to install wireless public Internet service to enhance the patient and guest experience.
Feb 27, 2009 | 0 comments | View Post
Putting Patients First at Griffin Hospital
By Dale Wolf Hospitals are beginning to figure out what hotels have known all along – customer satisfaction is critical to market share and share of wallet. Yes there are nay-sayers who tell us that there is little evidence that customer satisfaction and creating customer advocates has a financial payoff. I see too many examples [...]
Where is healthcare broken?
By Jim Mahon, PhD The incoming administration has plans to fix our healthcare system. It is important to keep patient experience and satisfaction as a factor in this re-invention of the system. Surely, getting increased access to those who now have little or no health insurance is paramount. But along the way, we want to [...]
Feb 27, 2009 | 0 comments | View Post
Patient Experience is Job One for Everyone Working in a Hospital
By Dale Wolf Perhaps no industry should be more centered on improving customer experience than healthcare … where the experience has enormous personal implications and where buzz around experiences at hospitals can dramatically impact market share and revenue growth. At a recent HealthLeaders Media event, it became apparent that C-level managers are catching on fast [...]
Feb 27, 2009 | 0 comments | View Post
Case studies to learn more about ways in which Compass Clinical has worked to create better American hospitals.