Failing is really about Finding Aspiration In Losses. Read this blog to learn a valuable lesson from Pinky Cole — The Slutty Vegan.
Earlier this month I achieved a new “first” and spoke at a conference dedicated to patient experience. Called NGPX (Next Generation), the 300 attendees represented leaders from many of our country’s largest hospitals and health systems. This is “big water” in size and scope compared to medical practices and regional groups that
What are you passionate about? For me professionally, it’s helping doctors embrace patient experience as the way forward in their practices. Personally, it’s Michigan football. As in the University of Michigan, led by Coach Jim Harbaugh. The amount of time I spend following the team is irrational. I have a few items of memorabilia, including a
Do you know patients’ top complaint about medical visits? It has nothing to do with the clinical aspect and everything to do with how patients rate their experience. It’s waiting which, in many practices, is excessive. It takes two forms: waiting to be seen and overall time to complete the appointment.
Time is money. When you value your patients’ time as much as their money, you significantly improve their experience.
Creating a Unique & Memorable Experience Just about anything we encounter can be turned into an experience that is personal, unique, and memorable. When that happens, the person going through it cannot help but tell others about it. Unlike services, which are performed on an individual’s behalf and happen outside
Great customer service = great customer experience. Simple services can set the tone for a patient’s experience at a medical practice.
Paying tribute to John Madden to show how his life can teach us valuable lessons … and help us live better lives.
New year, new resolutions, new ways to be discouraged. With a simple formula, you’ll be able to make real change happen.
Whether you call it a first impression or a wow factor, it’s the feeling that people get when they first arrive. And from there, having a consistent “look and feel” — what experience design professionals call a theme — can help you achieve the holy trinity in terms of customer
