Latest

Executive Q&A with Linda Givens, Patient Care Executive CNO at Adventist Health Howard Memorial Hospital

Strong customer loyalty not only helps organizations grow; it ensures their survival. As with any business, returning customers mean more dollars for an organization’s bottom line. For many reasons, a hospital with loyal patients is a more cost-effective business, and one with more of an opportunity to meet the expectations of their clientele. Loyal patients already know how to navigate a facility or a process. Their expectations of what kind of care or advice they will be getting were... → April 22, 2019

Healthcare leaders: Here’s how to recruit—and retain—Generation Z

With this fuller understanding of Gen Z’s expectations, it becomes clear how health leaders should approach recruiting and retaining them. They should strive to create the workplace culture Gen Z is looking for, while simultaneously allaying their fears about an uncertain future.Easier said than done. But here are a few important steps to emphasize, in order to secure Gen Z’s enthusiasm. → April 16, 2019

“Owning the experience:” Using Real-time to rally clinicians at Riley Hospital For Children

When leaders meet, Real-time feedback is a fundamental part of the organization’s strategic goal-setting; every team meeting begins with reprising the organization’s promise to patients and families; and across the organization, clinicians, managers, and team members are taking patient feedback to heart, as they seek to improve how they serve. → April 12, 2019

Who owns the patient experience?

The patient experience is broader than anyone might initially have supposed. It resists easy compartmentalization. As our understanding of it grows, so should our sense of who’s responsible for it. → April 9, 2019

The Relationship Era: Why Satisfaction, Quality, and Value Aren’t Enough to Win Over the Consumer

In the next decade, let’s hope we can consider the consumer point-of-view in measurement or any matter that requires their buy-in or benefits from their insight. In the world of healthcare, everything is riding on the relationship we build with our consumers. It’s time to stop talking, start listening, and form our goals with our most important ally: the people we serve. → April 2, 2019