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
I had the privilege of leading a workshop this past week with a great medical practice’s team that included everyone who interacts with patients. What we worked on could be boiled down to a single word: choreography. When we hear that word, we often think of a ballet or
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.
