Archive

As we strive to create patient experiences that always meet or exceed expectations, it’s important to recognize that sometimes we will disappoint or even anger the patients and family members we are called to serve. We can all relate to times we have felt upset by a service, restaurant, travel, or product experience. Chances are, […]

200,000 nurses graduating each year and yet only 45% are engaged in their work In the United States, we are training more nurses than ever, graduating just over 200,000 new nurses in 20141. Yet, the reality is that 23 percent of nurse turnover occurs in the first year2. Often, we lose these nurses not just […]

Patients who perceive caregivers as working cooperatively are more likely to return to and recommend healthcare facilities. We recently had the opportunity to publish findings to create patient loyalty in the Emergency Department and Critical Care environments. Both care settings represent some of the most intense environments where patients face potentially life-threatening illness and rare […]

It has been incredibly rewarding to see this week’s patient experience celebrations across healthcare internationally and within the United States. During PX week, our Healthcare Experience Foundation team had the opportunity to collaborate and provide education and development to over 30 organizations across the country to improve the patient experience. One of the questions we […]

One of the things I am most proud about with our Healthcare Experience Foundation partnership with PRC is our devotion to creating Patient Loyalty, so it was refreshing to our team to see the latest Health Affairs article, “The Next Generation of Measuring Patient Experience.” In our 40-year history, we have constantly evolved to ensure […]

Healthcare organizations are pressed at every point of care to create an ‘always experience’ every time, for every patient. We face the necessity of continuous improvement in healthcare delivery. Patients are increasingly expecting higher levels of care and service. This type of care takes detailed integration across the entire system which forces organizations to seek […]

Recently, executives at American Airlines, Starbucks, and Build-A-Bear have had to reevaluate and hold up the mirror to see themselves as their customers see them. Starbucks is one company that appears to have seized the opportunity to listen to their customers and make important changes. For example, Starbucks closed all of their stores the same […]

Several years ago, while traveling alone for work, I was taken by ambulance from an international airport to a hospital 1300 miles away from my home. I had to navigate being in the hospital without family or friends nearby for support. The encounter opened my eyes to all the sights, sounds, and feelings patients have […]

In Healthcare, we are braver, stronger, smarter, and more resilient than we give ourselves credit for being. Each day patients are counting on us across the continuum of care not just to deliver exceptional care but also to create a patient experience filled with compassion, dignity, and respect. Some days we may wish we had superpowers. […]