patient experience

|Tag:patient experience

Putting the Patient First: Changing Demands in Healthcare

By | 2018-09-19T15:35:28+00:00 September 20th, 2018|Categories: Patient Experience|Tags: , , |

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization—not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. Consumers who are no longer satisfied with the inefficiencies and paternalistic nature of health care are driving this paradigm shift. [...]

Happiness and The Patient Experience

By | 2018-11-18T04:26:46+00:00 May 8th, 2017|Categories: Patient Experience|Tags: , , , , |

Who’s in charge of the Patient’s Happiness? Much has been written on the role of patient’s happiness as it equates to a positive patient experience. This seems to make sense - happy patients are having a good experience. However, there exists confusion over whose role it is to keep patients happy and if happiness is really [...]

Healthcare is On Notice by Patients

By | 2017-06-02T09:29:18+00:00 March 21st, 2017|Categories: Customer Centricity, Patient Experience|Tags: , , , |

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries.  Where is  your organization? Patients are Powerful A consumer that is no longer satisfied with the inefficiencies and paternalistic [...]

A Nurse’s Role in Patient Experience

By | 2018-11-18T04:28:08+00:00 March 8th, 2017|Categories: Patient Experience|Tags: , , , , |

In this experience economy, many have touted the enormous value of capturing the hearts of customers. Here, at CX University, we fulfill the need for Customer Experience training and development, but In every industry, there should be effort underway to improve industry-to-consumer contact. The healthcare industry has an opportunity to create advocates of their customer-patients. And, [...]

Learning Patient Experience in the Dark Ages

By | 2017-06-02T09:29:25+00:00 March 1st, 2016|Categories: Patient Experience|Tags: , , , , |

What is old is new again… or is it? In 1995 a benchmark study related to timely administration of antibiotics in pneumonia patients ignited the energy around fixing the problem of delay by making the processes patient-centric. We didn’t have the understanding of patient and customer experience or the software programs to help identify and solve [...]