patient experience
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Rescooped by Michelle Batt from The Waiting & Customer Experience Phenomena
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Patients facing eight-hour waits in ambulances outside A&E departments - Telegraph

Patients facing eight-hour waits in ambulances outside A&E departments - Telegraph | patient experience | Scoop.it
Sick patients have been forced to wait up to eight hours in ambulances queuing outside Accident & Emergency units amid a crisis in the system.

Via David Simpson, Shirley A Williams
Michelle Batt's insight:

There are ways to assess and improve how hospitals manage the patients incoming by ambulance.  Look, listen, analyze the data, then develop routing and management tactics.  It's been done successfully... example is UCLA medical center with Dr. Feinberg at the lead. We can help hospitals do this.    

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Shirley A Williams's curator insight, June 29, 2013 10:47 PM

This is really scary

Rescooped by Michelle Batt from New Customer - Passenger Experience
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New Study: 80% of Brands Don’t Truly Understand Their Customers | Loyalty360.org

New Study: 80% of Brands Don’t Truly Understand Their Customers | Loyalty360.org | patient experience | Scoop.it
In this day and age of customer-centricity, it’s alarming to read that most B2C companies don’t understand their customers.

Via Eric_Determined / Eric Silverstein
Michelle Batt's insight:
Wow... Very motivating. I know most companies/leaders would say they know what their customers want and need, but much of that can be opinion. Need to listen to our customers. This does not mean we necessarily have to do a lot of expensive research; can start by talking to your people (front line and others) and look at your existing data. There is much to do with what is already existing!
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Eric_Determined / Eric Silverstein's curator insight, August 11, 2013 8:00 PM

Following an earlier scoop on digital disruption, perpetually connected customers and shifting customer expectations, marketing departments are reminded here how critical it is to engage and collect more refined data.

Scooped by Michelle Batt
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Improve the Patient Experience to Increase Patient Loyalty

Improve the Patient Experience to Increase Patient Loyalty | patient experience | Scoop.it
Last week, I wrote about the data that the Federal government is giving away for free. Their intent is to encourage entrepreneurs and developers to build new and innovative products and services.
Michelle Batt's insight:

Great work here looking at Patient Experience drivers and loyalty.  Thanks!

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Scooped by Michelle Batt
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New York Presbyterian Hospital - Improving the patient experience

New York Presbyterian Hospital embarks on a project to improve the patient experience through better access to information and communications using tablet co...
Michelle Batt's insight:

While I am stunned that they feel Windows 8 is easy to use (I am still struggling with it on a new family laptop!), I applaud the fantastic patient portal this hospital developed and now the patients' use of tablets from their hospital rooms/beds.  Love this application!  Look forward to hearing more about how this goes...

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Rescooped by Michelle Batt from Customer Service Best Practices
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How to Give Your Customers Exactly What They Want [Infographic]

How to Give Your Customers Exactly What They Want [Infographic] | patient experience | Scoop.it
If you take very good care of your customers, they can become evangelists for your business. (It takes 12 positive experiences with your business for a customer to get over one negative experience.

Via BirdEye
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Rosetta Carrington Lue's curator insight, July 30, 2013 10:24 PM

"It takes 12 positive customer experiences for a customer to get over one bad experience."

Scooped by Michelle Batt
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Patient Experience Benchmarking Report

Patient Experience Benchmarking Report | patient experience | Scoop.it
NEW BENCHMARKING RESEARCH REPORT The State of Patient Experience in American Hospitals 2013 The Beryl Institute releases the full research report from its 2013 benchmarking study, The State of Patient Experience, revealing the complex reality...
Michelle Batt's insight:

Good benchmarking study and interesting trends already noted...

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Rescooped by Michelle Batt from Disrupting Care!
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Health Care’s Service Fanatics - Harvard Business Review

Health Care’s Service Fanatics - Harvard Business Review | patient experience | Scoop.it
Business management magazine, blogs, case studies, articles, books, and webinars from Harvard Business Review, addressing today's topics and challenges in business management. (How the @ClevelandClinic became a truly patient-centered organization.

Via Sam Basta
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Sam Basta's curator insight, May 14, 2013 8:14 PM

Great to see the patient experience make to HBR!

Annette Simmons's curator insight, June 5, 2013 12:01 PM

Masters at creating positive personal experiences from large system redesign.

Rescooped by Michelle Batt from New Customer - Passenger Experience
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Get Ready for a Journey: Customer Experience is Changing

Get Ready for a Journey: Customer Experience is Changing | patient experience | Scoop.it
This is a post about going from good to best. Plenty of companies have gotten the message that customer experience matters. As more companies focus on the customer, they’re looking at how to

Via Eric_Determined / Eric Silverstein
Michelle Batt's insight:

You can do some interesting things at distinct touchpoints, but have to consider the multiple interactions consumers have with our organizations to really make this whole thing count - and be sustainable! 

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Eric_Determined / Eric Silverstein's curator insight, August 26, 2013 3:27 AM

Thank you David and Dorian for highlighting the key trends that businesses need to understand and build their engagement throughout the customer journey.

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Events | ePatientExperience.com

Our next free webinar: "Patient Navigation: A Program to Enhance the Patient Experience and the Bottom Line" http://t.co/i5mDnBXyfO with...
Michelle Batt's insight:

Love this guy David Feinberg and hope to meet him sometime soon!  Love that he still sits with patients and their families to gather first hand VOC that provides context and tangible opportunities to improve. I do have to challenge his last response however that you can't worry about the guy above you.  An org needs a CEO who believes in this, asks tough questions, drives the related improvement and innovation, lives & breathes it everyday.  But overall, he's still the man to me!

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Patient Experience Benchmarking Report Released by The Beryl Institute - PR Web (press release)

Patient Experience Benchmarking Report Released by The Beryl Institute - PR Web (press release) | patient experience | Scoop.it
Patient Experience Benchmarking Report Released by The Beryl Institute PR Web (press release) The Beryl Institute released the full research report from its 2013 benchmarking study, 'The State of Patient Experience in American Hospitals,' revealing...
Michelle Batt's insight:

An interesting benchmarking, trending report released by The Beryl Institute.  

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Rescooped by Michelle Batt from Empathy and HealthCare
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Exercising empathy– a valuable behavior

Exercising empathy– a valuable behavior | patient experience | Scoop.it

Empathizing with our patients and their families means that we listen, understand and are sensitive to feelings, thoughts and experiences. This is crucial for patient experience and safety. But, we must remember that empathy should be reciprocal—we must be kind to and understanding of each other.

The Cleveland Clinic has produced a powerful video about empathy and the many situations and scenarios we, as health care professionals, encounter every day. You can find the video on YouTube (or visit http://tinyurl.com/aqzghe2). Whether you work in health care or not, we recommend you watch it. For me, it served as a great reminder that everyone deserves empathy and compassion because we are all going through something—whether that something is exciting, devastating or routine.


Via Edwin Rutsch
Michelle Batt's insight:

A link to a GREAT video is within.  I agree fully that the focus of this video-on Human Empathy- can benefit people in health care OR in any professional or personal experience.  This is simply about caring for others and thinking beyond ourselves... recognizing that everyone is dealing with their own battles and challenges.   

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'We should listen to our frontline staff - they know the patients' - The Guardian

'We should listen to our frontline staff - they know the patients' - The Guardian | patient experience | Scoop.it
The Guardian
'We should listen to our frontline staff - they know the patients'
The Guardian
In designing the Keogh mortality review we took an anthropological approach to review the care and patient experience provided at these trusts.
Michelle Batt's insight:

Completely agree. Can get 80-90% of the same data on Patients/Families expectations, wants and needs, from internal front line folks. Typically more cost effective and shorter timeframes to gather this rich qualitative data and bonus of increasing employee engagement when you show actions planned/taken from their feedback.  Win for patients/Win for employees/Win for organization overall! 

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Scooped by Michelle Batt
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Patient Experience 360

Patient Experience 360 | patient experience | Scoop.it
Carepro Patient Experience Enhancement, HCAHPS Analysis, WOW Patient Experience, Hospital Assessment, Patient Centered environment , CAREPRO healthcare providers develop implement and manage system-wide patient and family experience strategy, plan,...
Michelle Batt's insight:

Great shares/scoops here on enhancing the patient experience and keeping patients at the center of care!

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Rescooped by Michelle Batt from Disrupting Care!
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Mayo Clinic Center for Innovation on Designing the Future of Care Delivery

Vimeo is the home for high-quality videos and the people who love them.

Via Sam Basta
Michelle Batt's insight:

great overview of Mayo Clinic Innovation by Design

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Sam Basta's curator insight, May 17, 2013 9:08 PM

Amazing presentation! Don't miss the follow up Linkedin discussion with Meredith and Kate starting 5/17/2013 and lasting till we no longer have participation.


This video is only viewable at daily.disruptingcare.com or www.healthcareinnovationbydesign.com

Sam Basta's comment, May 18, 2013 8:24 PM
Webinar Title:
Aligning New Care Models with Future Trends and Patient Needs

Objectives:
- Overview of key challenges in health care and our current outpatient practice
- Understand different patient types and frameworks for “knowing” patients
- Explore current and future trends in and outside of health care- Discuss design principles that suggest future health care models and systems

Speakers Bio:
Meredith DeZutter – Senior Service Designer, Mayo Clinic, Center for Innovation
Meredith focuses on co-creating new healthcare services, products, and experiences. At Mayo, Meredith and the diverse team of researchers and designers are exploring the potential for an embedded design group (located in a live clinical practice) to effect meaningful and sustained transformation within a large, traditional medical institution. They work on behalf of patient and provider communities to effect and evolve the culture of the Clinic but also to determine the most robust model for the integration of design in healthcare. Prior to working at Mayo Clinic, Meredith has 16 years of global consulting experience in identifying and co-developing design solutions for both products and systems. She has a B.F.A in Industrial Design from Carnegie Mellon University.

Kate Dudgeon, Service Designer, Mayo Clinic, Center for Innovation (CFI) with a background in product and process design and development, Kate applies various user-centric design research techniques to help reveal deeper insights into how healthcare is delivered and experienced. During Kate’s time at the CFI she has worked on transforming the Clinic’s Outpatient Practice to make for a more efficient and impactful practice, that will continue to meet the needs of the patients of the future and changing healthcare climate. Her work encompasses rethinking the workflows, roles, space, and tools/technology that make up the Clinic’s variety of patient interactions. Kate graduated from Massachusetts College of Art and Design with a BFA in Industrial Design.