Those of us who live mostly on the “inside” of healthcare sometimes need to go outside to realize what the patient experience is really like — and how it might be improved. I have long preached that healthcare insiders should not be the chief architects of the healthcare experience. It must come from the patient’s […]
The rising emphasis on “The Patient Experience” has stimulated an overwhelming spectrum of improvement offerings: patient-centered architecture, facility design, technology devices, patient engagement/education tools, survey evaluation tools, marketing campaigns, fashionable hospital gowns, artistic decor…and so much more! How do we rank and prioritize the plethora of improvement opportunities? What is MOST important? Communication represents a […]
I have been working with healthcare providers for over 20 years and, fortunately, I haven’t had to view care from the patient’s perspective very often. We all talk about the importance of engaging patients, improving communication and patient safety but all of those terms become increasing more important, and more personal, when it is you […]