![Patient Experience: Is Anyone Hearing Your Roar?]()
by Colin Shaw | Apr 10, 2014 | Patient Experience
Patients are like customers. Of course, patients don’t choose to be there, could be in pain, and chances are that they would rather be somewhere else, which isn’t necessarily true for customers. But like customers, patients have expectations and perceived experiences....
by Colin Shaw | Jan 22, 2014 | Patient Experience
Doug Dietz, principal designer for GE Healthcare, was proud of his new scanner (MRI machine) that he designed. Like a self-described proud papa, he went to visit it at the hospital. It was this visit that would change his life and would teach him a profound lesson....
![Patient Experience: Is Anyone Hearing Your Roar?]()
by Colin Shaw | Nov 7, 2013 | Patient Experience
As Capitol Hill deliberates the future of socialized medicine here in the States, health care is on my mind today. In particular, I am thinking about the patient experience and how it is similar to the customer experience. Of course, there are differences between...
by Colin Shaw | May 25, 2012 | Patient Experience
I recently presented at the Beryl Institute conference on patient experience. While there, I had the pleasure of listening to a few of my fellow speakers like Fred Lee (author of “If Disney Ran your Hospital”), Al Stubbelfield (CEO, Baptist Health Care Corporation),...
by Colin Shaw | May 22, 2012 | Patient Experience
At the recent Beryl Institute conference on Patient Experience, Rhonda Dishongh, Director of Patient Experience Design at Memorial Hermann Hospital System and I presented a case brief on our work there. This time, our talk was focused on “Achieving patient experience...
by Colin Shaw | Apr 30, 2012 | Patient Experience
Managing patient satisfaction is a key strategic goal for healthcare providers on both sides of the Atlantic. With patient satisfaction scores being directly linked to financial gain and loss, hospitals in particular are forced to re-evaluate their way of being and...
