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Are Hospitals Looking in the Wrong Haystack for the Needles?

“The time has come,” the Walrus said, “To talk of many things: Of shoes–and ships–and sealing-wax– Of cabbages–and kings– And why the sea is boiling hot– And whether pigs have wings.” Gibberish (I...

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The ROI of Patient Experience

As a parent I’ve learned there are two types of tasks–those my children won’t do the first time I ask them, and those they won’t do no matter how many times I ask them.  Here’s the segue. Hospitals...

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Patient Experience: Why is it like Greek Mythology, and why is that bad?

The pastor was teaching on the book of Leviticus, more specifically the part where lepers had to shout the warning “unclean” as they passed people on the street.  I had a client once who tried to...

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What Does Remarkable Patient Experience Look Like?

My mother would tell me, if a good idea goes in one ear and out of the other there must not be anything in its path to block it. Procrustes—nicknamed the stretcher and the subduer—was an hotelier, well...

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How Can Reinventing Patient Experience Decrease Readmissions?

As I was going up the stair, I met a man who wasn’t there. Then I read an article espousing the ROI of EHR.  I leave it to you to decide if these two activities are one in the same. I also read an...

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The Ten Commandments of Patient Experience

According to social media mavens, people are a lot more likely to read your blog if the title includes phrases like the five best, the six most, and seven things you should never do. Hence, the ten...

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How Are HCAHPs Leading You Astray?

I dropped by the Minute Clinic for my flu shot.  The forty-something woman ahead of me, whose purse was the size of a small Winnebago, stepped up to the kiosk to sign in.  I may have mentioned in a...

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When Hospital Leakage Turns Into a Flood

A connection of mine on LinkedIn who is undergoing chemotherapy at Baltimore’s top hospital wrote to tell me that between treatments she called the hospital to schedule an appointment. Between being on...

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Patient Experience: What Patients Hate The Most

The world record for the high jump remained unbroken for years.  Do you know what had to happen to break it?  Somebody decided to try jumping backwards…Today we are going to look at how healthcare can...

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Patient Experience, Social-CRM & Russian Salad Dressing

I was settling in to my first bite of overstuffed pastrami and corned beef sandwich—apologies to the vegetablists.  One of the four octogenarians seated in the booth next to me was speaking loudly to...

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