Keeping Everyone In The Picture
There’s good and bad that comes from having worked at Disney for so many years. The good comes in the form of fond memories, lifelong friendships, and if I [...]
Why A Free Turkey Dinner Might Not Be A Good Thing
I have an old book filled with recipes handed down through the generations. On page 112 there's a recipe for apple pie. Page 53 shows a recipe for chicken [...]
Creating a Patient-Driven Model For Care
In your organization, think about what specifically has become so imprinted in your culture, in your daily operation, in your interactions with customers (and each other), and even your physical [...]
White Paper: Patient Experience R.O.I.
Rising costs of providing healthcare and volatile changes in payment systems and reimbursements all contribute to the challenge healthcare organizations have when it comes to protecting the bottom line. In [...]
Article: Are You Ready To Be Patient-Driven?
Everyone 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. [...]
Article: Volume to Value: Bridging the Gap Between Clinical and Service Excellence
If you ask 50 people to define “the Patient Experience”, you’re sure to get 50 different answers. While there are many definitions, we’ve adopted what is considered to be [...]