mommyjenlin

As I have written many times over the past few years, to fix patient experience you have to look at the entire patient experience journey from the first touch point to the last. That can only come from talking directly to your patients and completing an experience map. That means you have to talk to your patients, not just your employees, senior leadership or physicians. Patient satisfaction scores are not a proxy for engaging directly with patients in an experience map exercise. With so much riding on experience today, I am still amazed at the number of healthcare organizations that treat patient experience like it is some isolated event that only happens within the four walls of a healthcare organization. That is old school and is a really dangerous way to live if you’re serious about your healthcare organization surviving in the years to come. Is it that terrifying for you to have an honest to goodness face-to-face conversation with your patients to really understand their experien...

That question of course, assumes that you believe hospital advertising is appropriate. And you may well believe that it is also a waste of resources. Which I think is a most dangerous position, given the ongoing transformation of the healthcare market from a provider-directed to a consumer-directed or as some prefer a patient -directed model. Arguments aside, what should hospitals be advertising to create an unassailable market position, a strong brand, as well as an enlightened and informed consumer? Remember, when you are marketing to consumers, they don't become a patient until they receive a service from you. So three-quarters of the time in their interactions with you, the "consumer" is only a "patient" during diagnosis and treatment. Should it be being the best at all things or a category of service? How about having the most current technology? Maybe it could be who has the most quality awards and highest patient satisfaction? Or, it could focus on the ph...