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 a bottle that’s full of coins and they get stuck in the neck of the bottle. Hence the term. There are expert engineers whose careers are devoted
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 if we want X, press 2 if we want Y,” this drive to better productivity is, in some ways, counterproductive. We see this all the
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 new ways to differentiate that extend beyond the food or dining room décor. Themes ranging from Dolly Parton to Iranian films to Studio 54 are
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will survive. The disruption at the “most wonderful time of the year” affected millions of people, from employees to travelers and their families they could not spend
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
Price can be a touchy subject. “Why is it so expensive?” is a question many medical practices hear from their patients.
Here’s how a recent hotel stay inspired 10 ways to improve the patient experience in your medical practice.
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
The PX Has Landed! Leading a Patient Experience Masterclass with 14 panelists was a golden opportunity to turn the content from Beyond Bedside Manner into a full-day event. It. Went. Great. There is no question that the need to enhance the patient experience is a global phenomenon. We had nearly 200 attendees from
The business card is dead. Long live the business card! Much has been written about the decline and obsolescence of the traditional business card. Who needs to carry business cards when you can share contact information wirelessly between devices? The trend towards going paperless with this traditional business interaction seemed to
