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2 min read
Why keeping up with change means going back to basics
Our research shows that keeping information, citizens and patients flowing is critical. You want to be there for them every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time and budget than ever before. Even ...
1 min read
Supporting the patient journey with online video
A visit to the doctor over the internet gives more people access to care regardless of time and location. It’s not the end of having “a physical”, but it’s a great complement as it delivers better service to the patient and takes some strain off staff. You know what it’s like, trying to get help fro...
2 min read
Why waiting time is more than a metric in the patient experience
In April, the U.S. Department of Veterans Affairs launched a website called Access to Care that relays patient experience metrics like wait times at its clinics. It also compares VA hospitals against other medical facilities in a region on measures like how quickly a veteran can get an appointment a...
2 min read
Does EMR give you all you need to know about your patient’s needs?
Electronic Medical Records (EMRs) allow providers to track patient data over time, identify patients who need preventative visits and screenings, and monitor how they measure against health guidelines. In so doing, EMRs can help to improve quality of the medical experience. But EMRs are only one pie...
2 min read
Why speed and clarity are vital to great patient care
It’s been said that we suffer from a “perennial time-scarcity problem.” We’re busy at work. We’re busy at home. And among working parents – who have to care for their own health and the wellness of their children, time poverty presents a real threat to health and wellbeing. It’s no surprise that con...
2 min read
A patient experience approach to better healthcare solutions in Texas
On May 19, 2016, I took part in the panel Healthy Populations: Serving the Citizens of the Lone Star State given during the Texas Governing Leadership Forum. The event focused on the opportunities and solutions needed to manage issues related to the rapid growth of the state population, including in...
2 min read
The One Thing You Need for an Impactful Customer Experience
These days, it’s almost impossible to think of a place that lacks at least some kind of structured queuing process. From check-in kiosks to digital signage throughout the environment, people expect to have a degree of control over their experience, as well as a sense of awareness about their waiting...
2 min read
Tools that improve the quality of interactions between customers and providers
Customer experience and employee satisfaction are two sides of the same coin. Happy customers correlate to increased employee engagement and retention, customer service and sales. When employees are happier and more productive, customer satisfaction and revenue generating activities go up. This cycl...