Improve the Patient Experience
“James provides an incredible service to help us improve the customer experience which helps to provide high-quality, clinical care.
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.
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.
The Hospitalist Team and Jim donning patient gowns during the “Patient Experience Kick-Off”
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.
Click here to request our complimentary guidebook
“Guidelines for Improving the Patient Experience”.
Why is Patient Satisfaction
(HCAHPS) important?
> Interpersonal Skills enhance clinical quality and patient outcomes.
> Patients who are satisfied tend to be more compliant patients.
> Doctors who have a good rapport with patients get sued less.
> It’s important to patients. Patients report being more likely to share information when they feel that their care provider genuinely cares about them.
> Hospitals’ and physicians’ HCAHPS scores are linked to reimbursement.
> Success with patient experience (and HCAHPS) is linked to other successes for clinicians: Discharge dialogues, length of stay reductions and malpractice risk reduction…
> When patients are satisfied, doctors and nurses tend to feel they’re helping patients. As a result, doctors and nurses report having more fun in their roles and their satisfaction increases.
> When clinician satisfaction increases, employee retention increases.
