The Hospital of the Future
… 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…
Total Experience Benchmarking
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…
Pandemic Migration – the Patient Experience Disruptor
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,…
Why Hospitals Need to Learn from Businesses
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,…
Patient Experience – why Patient Retention matters.
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…
VIDEO – Stellar Patient Experience in CoVid19 times.
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…