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The Patient as Customer
The headline for a recently published McKinsey survey stated “Ninety percent of hospital CEOs ranked Patient Experience Management (PEM) as their first or second priority over the next three years....
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Is this today’s evolving healthcare strategy?
Did the large provider healthcare model go from making all the ducks better to only making some of the ducks better? Please let me know if the concept depicted below makes sense. Thanks
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Patient Experience Management: For Adults Only
This post is the first in a series that may make you rethink everything you think you know about Patient Experience Management. Last week I checked in to a hotel for three days; seventy-two hours. I...
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Part 2: Are 7 sigmas 8 too many?
The worst part about being wrong in public is having an audience. Yesterday marked the eight-and-a-half year point since my heart attack. I celebrated with a six mile run. Instead of hiding my car...
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Patient Experience Management: Why Men Can’t Boil Water
There was a meeting last week of the scions of the Philadelphia business community. The business leaders began to arrive at the suburban enclave at the appointed hour. The industries they represented...
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Whatever happened to Healthcare Reform?
I wrote a piece last year titled ‘Robbing Peter to Pay Paul’. Yesterday I read a thoughtful post by Kim Chandler McDonald which offered a very similar albeit somewhat different perspective on the...
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Dinner’s warm, it’s in the dog–Patient Experience Management
Let’s see what we can somehow tie this to patients; I couldn’t resist using the title. The phrase came from my friend’s wife. She’d said it to him after he and I came home late from work one night, he...
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Healthcare IT, let’s not lose site of the patient
It is easy to remove oneself from what is important as we trade metaphorical tomatoes about what is wrong with EHR, what may happen to the healthcare reform, and why the nationwide health information...
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Patient Experience Management is abi-normal
I remember the first time I entered their home I was taken aback by the clutter. Wet leaves and small branches were strewn across the floors and furniture. Black, Hefty trash bags stood against the...
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Why your Website is Killing Patient Satisfaction
Hospitals probably have more than one hundred points of contact with each patient. These points of contact (POCs) begin before the patient is admitted and continue after the patient has been...
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