Compassion from a Chatbot?
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
PX Movement Inspiration
The Influence of Patient Experience on Medical Device Innovation
Medical devices are key to improving the patient experience in any medical practice.
The Relationship Between PRICE and VALUE
One of the big challenges facing elective medical practices is in understanding the relationship between price and value in the mind of the patient. A common… Read More »The Relationship Between PRICE and VALUE
How the Masters Blew It For A Former Winner
The Masters tournament last week raised a couple of flags. Here’s how all of that relates to patient experience.
Patient Experience Isn’t About Marketing…
Marketing is not what patient experience or customer experience is all about. In fact, good PX makes it irrelevant!
What Is Luxury Anyway?
Luxury in the modern medical practice can be those seemingly little things. And when fees increase, so does demand.
Bottlenecks in the Medical Practice
We often think of bottlenecks in terms of traffic jams (and the associated “rubbernecking” when drivers pass an accident) or when you want to empty… Read More »Bottlenecks in the Medical Practice
Hello! The Phone Is Not Dead
Amidst all the trends in medical practices to create efficiency, the telephone seems like the easiest target. Starting with phone trees asking us to “press 1… Read More »Hello! The Phone Is Not Dead
Bathrooms in the Medical Practice
I had a good chuckle when coming across this headline in a recent article, “The Most Exciting Part of Dining Out Is…the Bathroom?” Yes, restaurants are seeking… Read More »Bathrooms in the Medical Practice
The Service Recovery Paradox Put to the Ultimate Test
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will… Read More »The Service Recovery Paradox Put to the Ultimate Test