I’ve had the wonderful opportunity to work with thousands of healthcare providers nationwide – executives, nurses, physicians and non-clinical staff – to create exceptional experiences for their patient populations. Along the way, clients tell me that they feel an increased sense of job satisfaction, and they often say that working together has not only been informative, immediately relevant and impactful, but it’s been outright fun.
Why is Patient Satisfaction (HCAHPS) Important?
Patient experience—the sum total of all the interactions a patient has with their physician during the treatment lifecycle—has become the critical differentiator in today’s hypercompetitive health care marketplace.
To optimize both market share and margins, hospitals and physician groups must provide patients with consistent, compelling experiences—before, during, and after their hospital stay.
For these reasons, the patient experience is more powerful than ever before. It is both more strategic and more amorphous; more critical and more fickle. Thus, your patient experience partner must be someone who can help you create a great first impression with your audience, as well as a strong lasting impression with your audience, in order to maintain your competitive edge. I have helped hospitals do that; I’d be delighted to work with you to do the same.
If you are curious about how you, your team, or your organization can achieve patient experience success, contact me and we will work together to create a plan that will work for your situation. I have worked at scores of hospitals across the country. I’d be more than happy to provide references and offer you a free consultation via phone.
The Hospitalist team and Jim donning patient gowns during the “Patient Experience Kick-Off”
The Hospitalist team and Jim donning patient gowns during the “Patient Experience Kick-Off”
James leading a patient experience seminar at Northwell Health
James leading a patient experience seminar at Northwell Health
What Patient Experience Clients Say
“When I was the Medical Director for Inpatient Specialists at MMMC, I had a great opportunity to work with Jim on physician coaching to improve patient satisfaction. Jim took the time to meet individually with each physician in the group to assess and then suggest ways to improve patient interaction, empathy, and communication. For our hospitalist group to understand patients’ vulnerabilities, Jim had all of us put on the very fashionable hospital gowns and little yellow booties… Even though we were all laughing, we immediately felt the depersonalization that our patients experienced. At other times, he showed us that a subtle change in understanding and wording or tone can make a big difference in the eyes of the patient. Jim also coached me to manage physicians with different issues ranging from behavioral to cultural differences and was a force in ensuring the continuity of quality patient satisfaction during difficult times.”
Dr. Christine D.
Medical Director, PIMG Hospital Medicine at Sutter Health CPMC Mission Bernal Campus
“The patient experience training and coaching that James provides continues to help me in my current role. It should have been part of my PA (physician assistant) school training.”
Brandi S.
Physician Assistant, Calvert Memorial Hospital
“Working with Jim to effectively maximize the patient care experience has truly been invaluable, both as a group and on a one-on-one interaction level. His calm, trust-inspiring personality and insight into my strengths and weaknesses and knack to guide me, made my daily interactions with my patients go from ‘pleasant and good’ to ‘fantastic and memorable’. Pleasure working with you, Jim!“
Dr. Fatima S.
Johns Hopkins Medicine, Howard County
“James provides an incredible service to help us improve the customer experience which helps to provide high-quality, clinical care.”
Dr. Mindy Kantsiper, MD
Clinical Director, Div. of Hospital Medicine; Bayview Medical Center; Asst. Prof. of Medicine, Johns Hopkins School of Medicine; CMO, Baltimore Convention Center Field Hospital.
“Jim’s enthusiasm for our patient experience dialogues was infectious. He helped our team of physicians see things from a different perspective – that of the patient.”
Rina Bansal, MD, MBA
Physician Advisor, Atrium Health; Formerly, Chair Department of Medicine at Spectrum Health; Hospital Medicine Physician Leader
“Jim is a national leader in patient experience and leadership development in healthcare. He has a deep understanding of clinical operations in Emergency Medicine and Hospital Medicine. This knowledge gives him credibility with the physicians and healthcare teams he serves. Our group of physicians has had the pleasure to work with Jim and we’ve seen significant improvements each time we work with him.”
Raj Chand, MD
President, Inova Fair Oaks Hospital; Formerly CMO, IFOH; Formerly President, Virginia Emergency Medicine Associates
Podcast With Physician Leaders
COFFEE WITH JIM
December 27, 2022
By Dr. Toyosi “Timi” Olutade, Chief Medical Officer, UnityPoint Health-Trinity In our discussion, Dr. Olutade’s soft-spoken, humble manner belies an inner strength that slowly shines through, revealing what has enabled [...]
COFFEE WITH JIM
November 1, 2022
By Dr. Richard “Dick” Kovacs Dr. Richard “Dick” Kovacs, Chief Medical Officer of the American College of Cardiology (ACC) as well as a Past President of the Board of Trustees [...]
COFFEE WITH JIM
August 20, 2020
Jim speaks with Dr. Raj Chand, Past President VEMA; CMO at Inova Fair Oaks Hospital After 6 successful years at VEMA (Virginia Emergency Medicine Associates), Dr. Chand has leapt into [...]
COFFEE WITH JIM
August 16, 2020
Jim speaks with Dr. Melinda Kantsiper, Clinical Director, Div. of Hospital Medicine; Bayview Medical Center; Asst. Prof. of Medicine, Johns Hopkins School of Medicine; CMO, Baltimore Convention Center Field Hospital. [...]
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