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A few weeks ago, I was referred to a specialist. Because this was my first visit with that physician, I had to provide some information. That part I anticipated. What I didn’t count on was having to fill out about a dozen pages of questions, some of which asked for information that I wasn’t prepared [...]
Reading, writing and talking about our healthcare delivery system is one thing, but experiencing it first hand can be an eye opening experience. Last week, a close elder relative slipped on her icy porch in 10° F weather and shattered her shoulder. Luckily, her screaming brought her neighbors to her side, and an ambulance was [...]
This issue has been troubling me ever since a doctor told me her hospital was implementing it. It is good to know that there are no patents on bad business ideas—that way everybody gets a chance to use them. Sometimes bad ideas come with misnomer labels that suggest they are less evil—Meaningful Use is a [...]
Patient Experience Management (PEM) is not about Patients, but it is often designed just that way. The problem lies with the plurality, the pesky little “s” that takes the design and implementation away from an individual patient, and places the focus on patients. Other industries grapple with the same problem, only with them the issue comes about when designing and implementing systems and processes around customers instead of a customer.
If a patient fell in the woods and nobody heard him, so what?
I’ve spent a lot of time trying to understand what a patient is worth to a hospital over a period of, let us say, five to ten years. Simply put, what is the ROI of a patient? Apparently, no one has answered this question. If they have, the answer is well hidden. Why are hospital marketing departments continuously searching for new patients when they already have access to a ready supply of past and current patients? It will always be much cheaper to retain those patients than to try to acquire new ones.
There has been a lot of discussion among providers about patient experience management (PEM), some on social media, and even less on Social CRM (S-CRM). Seemingly missing from that discussion is a conversation addressing why those initiatives are so important. It is a little like knowing you should have more fiber in your diet. Most people know they should eat more fiber, but few of them are able to answer why.
Though HITECH may have some questioning their physician integration strategy — especially the part about underwriting EMRs using the Stark relaxations — it hasn’t deterred Inova Health and its CIO Geoff Brown one bit. In fact, Brown thinks strengthening those key relationships is more important than ever. Heartened by the industry’s move towards standards and [...]
PODCAST: One-on-One w/Inova Health System SVP & CIO Geoff Brown, Chapter 1 [ 17:43 ] Play Now | Play in Popup | Download (354)
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