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Patients As Customers

Customer engagement is paramount in any business, and the patient experience is what matters in healthcare. How can organizations best integrate healthcare customer service and patient satisfaction with the needs of the business?

Patient Engagement

Shared Decision-Making for Good Clinical Care: Better, but Not Easier

Active patient involvement and patient autonomy can be burdensome to patients, especially when they are faced with serious illness. The primary goal of shared decision-making is not autonomy, but good care that fits patients’ lives.

Patient Engagement

The Patient as Consumer and the Measurement of Bedside Manner

Many physicians do not believe patient satisfaction is a legitimate pursuit. Yet they must meet consumers of health care where they are — on Internet ratings sites.

Halpern02_clip_still: A/B Testing Health Behavior Interventions

Patient Engagement

A/B Testing Health Behavior

Health care can’t implement changes overnight like Silicon Valley, but we can still learn from their version of treatment and control.

Care Redesign
Relentless Reinvention

Can We Achieve Scale in Innovation?

Innovation and scale are inextricably tied to the future success and sustainability of health care providers.

Patient Engagement

Better Communication Makes Better Physicians

How Adrienne Boissy and Cleveland Clinic are focusing on physician communication — and getting results.

Patient Engagement

Why Real-World Results Are So Challenging for Digital Health

User engagement outside of clinical trials is the critical factor.

Amy Compton-Phillips Talk on Health Care Redesign Image Still: How Health Care Is Like Buying a TV

Care Redesign
Relentless Reinvention

How Health Care Is Like Buying a TV

We need to design systems that are easy to shop for, easy to buy, easy to use — and that solve for health.

Care Redesign
Relentless Reinvention

An Image of Medical Complexity

It’s no wonder the general public can’t decode the complexity of health care finance when MDs and PhDs can’t either.

Care Redesign
Relentless Reinvention

The Challenges of Health Care Innovation’s “Bright, Shiny New Toys”

Physicians are worried that embracing new innovations will lead to the same problems that came with EHRs.

Care Redesign
Relentless Reinvention

Why I Believe in Hospital at Home

Providing hospital-level care at home improves patient outcomes and can yield a substantial return on investment.

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