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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...
1 min read
The best patient care starts at the clinic
There’s been a lot of talk about omnichannel structures over the past few years. As we move into 2016, clinics (like retailers, banks, and other service oriented businesses) must have that connected online-to-onsite engagement path firmly established and working well. You need to outline the most im...
2 min read
84% of leaders rank patient experience as a top priority – Here are top tips on how to deliver
Healthcare facilities of all types are under enormous pressure to provide an improved quality of care to more patients while coping with limited available resources. For hospitals in particular, public and private, this often means a stressful experience for patients and staff alike. According to Ca...
2 min read
How iBeacons can improve customer experience
Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS 7, more and more companies are now taking advantage of the feature and are launching early products and services. What is iBe...
2 min read
Digital signage reinvented – Integrating context marketing with the customer journey
When a customer comes to visit they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximising the value of your customer’s vi...