NEJM Catalyst Thought Leaders weigh in on the most influential and inspiring texts of their careers.
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?
Blog Post by NEJM Catalyst
NEJM Insights Council members say the only broadly effective approaches are time spent with patients and shared decision-making.
Article by Kamalini Ramdas & Ara Darzi
Given the effectiveness of group interventions, why aren’t doctors routinely using them to treat physical and mental conditions?
The difference between the two terms is muddled but important, says Cleveland Clinic’s Chief Experience Officer.
Talk by Stacey Chang
The success of the Toyota Prius can teach us a lot about how to positively engage patients.
If patient engagement is about action, why don’t we let them speak?
Case Study by Susan M. Robel & Denise A. Venditti
How Geisinger addressed inconsistent patient experience by creating a nursing bundle that helped make patients’ experiences more consistent.
Article by Joseph C. Kvedar & Alexander L. Fogel
User engagement outside of clinical trials is the critical factor.
Patient shadowing, hassle mapping, and empathy mapping create insights into the individual patient experience.
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.