Hasslenomics and Patient Satisfaction: Mapping the Path to Better Care

A Guest Post by Dr. Paul Rosen about hasslenomics and patient satisfaction, and improving patient care. One day when I was out of town, our refrigerator started making a loud humming noise. It sounded like the motor was about to break. My wife called our regular appliance company for help. We wanted them to send someone right away–to…

From Satisfaction to Surgery: Patient Experience Lessons from Hospital Refunds

Geisinger Health System (GHS) made the news a year ago with a ground breaking commitment to patient experience. GHS was the first hospital group to offer money-back refunds on their care…and with no questions asked. The retail world provides patient experience lessons. The program is for “patients whose experiences and expectations were not met with kindness and compassion.”…

Flowers and Blue Ice: From Satisfied Patient to Raving Fan Forever 

A close friend of mine shared a personal story that’s worth re-telling. It illustrates a real-world patient experience that moved the measure of satisfaction from “simply satisfied” to “raving fan” status. Although this story comes from the dental profession, the core concept will easily transfer to other healthcare specialties. Consider how you can apply this…

Online Reviews: Your Medical Practice Marketing Imperative

Real-world marketing stories come to my attention with increasing regularity. And, frequently, they reinforce the strategic importance and positive benefits of on reviews by patients. Prospective patients are doing their homework. As many as 85 percent of patients are choosing doctors based on, or assisted by, on reviews, according to the frequently cited study by…

Hospital Wayfinding: The Plain-Sight Patient Satisfaction Barrier

Many of us at Healthcare Success have visited many hospitals and health care campuses around the country; usually on business, and occasionally as a visitor or patient. More often than not, navigating a large and unfamiliar building is a confusing and unsettling experience. If simply finding their way around is a challenge for a patient…

Is Your Hospital Brave Enough to Publish Online Physician Reviews?

A breakthrough idea can be a scary thing. The nation’s healthcare ivery system has been a sea of change in general. But particularly off-putting are the notions that sharply depart from the comfort, familiarity and predictability of traditional ways of doing things. As a case in point, we might reasonably imagine the reactions of doctors…

Hospital Marketing: Medicare Payments Collide with Delivery System Reform

It would be difficult for the general public to miss the daily torrent of news media coverage about the run-up to the next presidential election. But hospital administrators and healthcare communications professionals are focused on  Health and Human Services’ increasing emphasis on “quality-based payments,” “patient-centered systems” and “ivery system reforms.” There’s far less mainstream news…

The Convenience Economy and Healthcare’s Grand Canyon Gap

A Guest Post by Paul Rosen, MD After reading Stewart Gandolf’s recent post, Patients Feel Healthcare Is Stuck in the Digital Dark Ages, I felt compelled to piggyback a few thoughts onto his astute observations. Stewart referenced the survey from Nielsen Strategic Health Perspectives, which demonstrates that healthcare is lacking in its ability to leverage…

Doctor Pay for Performance: Benefit or Whack-a-Mole Solution?

Healthcare is not short of controversy these days. Transformational change is disrupting every corner of the industry. One of the questions facing many physicians is how did I get here? Remembering back to medical school, we were passionate, committed, empathic individuals choosing to serve a higher calling. We to out loans to pay for medical…

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