My mom just passed away at 94. She was in the hospital for two weeks. She had a small bowel obstruction. Had she not had emergency surgery, where they removed two feet of dead intestine, she would have died. Mom was a fighter. Who else could have a screw put in her neck at age […]
Those of us who live mostly on the “inside” of healthcare sometimes need to go outside to realize what the patient experience is really like — and how it might be improved. I have long preached that healthcare insiders should not be the chief architects of the healthcare experience. It must come from the patient’s […]
When it comes to engaging with consumers – with patients – through and with technology, the healthcare industry has room for improvement as compared to other industries. Consumers interact with technology across most other aspects of their lives every single day, from banking, to buying almost any consumer good imaginable, to watching or listening to […]
Sometimes all it takes to make transformative changes in healthcare delivery is seeing great ideas and being willing to “steal shamelessly.” Today, we share great ideas that have been developed and implemented around the world using the PFCC Methodology and Practice (www.pfcc.org). We hope you will steal them shamelessly “as is” and/or use them as […]
The definition of patient experience closes with a critical phrase. One gaining increased attention as people talk about the subject of patient experience. Those words – across the continuum of care – anchor the definition with a clear statement that individuals do not simply frame their healthcare encounters in single clinical moments, but rather across […]