… Needs to consider the Patient of the Future. A version of the ‘Hospital of the Future’ (HOF) is already here – a hospital utilising digital systems rather than analogue processes, having implemented some level of digital transformation. The COVID19 pandemic accelerated the use of digital technologies including Virtual Reality (VR), Internet of Things (IoT), Blockchain and Read more…
CX, PX, EX… The X Always Stands for Experience Everyone has customers. Whether they are internal or external, whether they are called customers, patients, candidates, constituents or employees… each one of these people engages in an experience with your organisation. Every person in the organisation impacts the customer experience. From front-of-house to compliance. From Research to Product. Read more…
CoVid19 was, at first appearances, a challenge and bringer of negative consequences for healthcare providers. Images of hospitals buckling under unbearable stress were the hallmark of the pandemic. However, whilst the challenges have been big, so are the opportunities. No single event would have impacted patients and their attitudes to healthcare as CoVid19. A recent Harris Poll Read more…
Patient experience is now a buzz word, as much as customer experience. When you work in both the domains, like I do, it is not hard to see the commonalities. However, there is still resistance, and even revolt, to the allusion that hospitals should learn from private business. Whilst I am not espousing the need to get Read more…
I have been delivering training in patient experience for a few years now. My observation is that healthcare practitioners are excellent in the technical delivery in order to improve the patient’s condition. However, more often than not, they lose track of the patient in the process. We have all had the doctor diagnosis which can leave every Read more…
The current CoVid19 pandemic is straining the most successful of hospital and healthcare providers. It would, presumably, be the time to throw the patient experience rule-book out the window. In this video, our Chief Engagement Officer and master-trainer Christina Ioannidis outlines the critical must-do strategies to strengthen Patient Experience today, and for the future of, any healthcare Read more…
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