Healthcare

Screening Front Line Staff for Their Patient Experience Impact Preparing New and Existing Staff to be Chief Moment Officers Sometimes businesses get distracted and forget the most basic principles to support a thriving business. Akio Morita, co-founder of Sony Corp. advised business leaders, “No matter how good or successful you are, or how clever or crafty, […]

Helping Frontline Teams Recover From Covid Stress to Better Serve Customers Gathering Useful Patient Insights to Drive Patient Experience Culture The pandemic disrupted every type of business and for staff who were able to keep their jobs despite the shutdowns it’s important for companies to assess how the changes and stress impacted company culture and

Extreme Listening for Exceptional Patient Experiences Gathering Useful Patient Insights to Drive Patient Experience Culture The days of patient feedback programs only involving a phone or mail survey weeks after an encounter are gone.  There are many ways to gather intelligence for many different purposes.  Understanding patient satisfaction and how needs and desires are being

Why your Hospital Needs an Ease Strategy A fundamental patient need too often missed by No matter what the industry, an important driver of customer satisfaction is how easy a company is to do business with. In healthcare, there are extra levels of difficulty since, unlike many other consumer services, often customers don’t understand technical

Uncovering Your Patient Experience DNA Balancing Safety and Beautiful Memories Pregnancy and childbirth certainly won’t wait for the pandemic to pass so obstetrics programs have much to consider to preserve the joyful childbirth experience for expectant parents while responding to the threat of a highly contagious virus.  The balance between normal operations and an abnormal time is

Interior Standards for Holiday Décor in Healthcare Settings Balancing Individual Desires and Professional Environments It’s very common for hospital units, physician offices or surgery centers to have various holiday decorations on display throughout the year. All too often the types of decorations on display are not coordinated or considered as part of the overall brand. In

Pandemic Impact on Healthcare Staff and Management Relationships Understanding negative & positive consequences Hospitals around the world are certainly used to the complexities associated with caring for the sick and injured, making sure quality and safety systems are effective, appropriate allocation of human, equipment and supply resources and operating so that finances are stable. This typical

How Better Problem-Solving Drives Better Patient Experiences An often missed opportunity for improved healthcare performance If you ask anyone who works in a healthcare setting what percentage of the time they spend solving problems, the consistent answer is from 80-99%.  As a follow-up, if you ask if they’ve ever had formal training (separate from clinical decision-making problem solving), on how

Preserving Joyful Obstetrics Experiences During a Pandemic Balancing Safety and Beautiful Memories Pregnancy and childbirth certainly won’t wait for the pandemic to pass so obstetrics programs have much to consider to preserve the joyful childbirth experience for expectant parents while responding to the threat of a highly contagious virus.  The balance between normal operations and an abnormal