How Adrienne Boissy and Cleveland Clinic are focusing on physician communication — and getting results.
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?
Article by Candice Morrissey
A good patient experience is part of a successful anesthetic.
Article by Jaewon Ryu & Thomas H. Lee
Waiting has emotional effects on patients, so it’s ironic that physicians often cite long waiting times as evidence of their excellence.
Article by Michael L. Barnett, David C. Grabowski & Ateev Mehrotra
Although discharging patients to a post-acute care facility might help hospitals reduce their average length of stay, it’s unclear when post-acute care improves patient outcomes and when it doesn’t.
Creating an environment that engenders trust is critical, but is it measurable?
Article by Joseph C. Kvedar & Alexander L. Fogel
User engagement outside of clinical trials is the critical factor.
Article by John R. Kimberly & Etienne Minvielle
Applying the logic of mass customization to health care can yield substantial payoffs.
Article by Carol J. Peden & Leslie A. Saxon
To ensure that we engage the patient groups who have much to gain from the more flexible health care interactions that digital innovation can provide, we must consider issues of computer literacy, access, and trust.
Article by Helena Canhão, Pedro Oliveira & Leid Zejnilovic
Patients and their caregivers routinely devise innovations both simple and complex to make their lives easier and sometimes even improve their health. Supporting and disseminating those innovations can help make life better for everyone.