We Create LoyaltyEveryone is talking about ways to improve the patient experience. New initiatives, slogans, campaigns or programs of the month are introduced one after another but nothing seems to stick. Why? The answer may be because no one’s really sure what patients want and so we just keep trying the next best thing in hopes that it will work.

About 15 years ago, many healthcare organizations jumped on the “Patient-Centered Care” bandwagon in a mission to put patients at the center of everything their employees said and did. While it may sound good on paper, consider the way a hospital or care facility removes trash, designs parking facilities, handles bill payment issues, or communicates with family members (and one another.) Are these things truly being handled in the best interests of the patient?

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