Walking Back The Cat

Paul Roemer, CEO, Pale Rhino Consulting

I thought I would share a few thoughts about one of my favorite subjects: business meetings. It is difficult to find a good meeting — one that starts and ends on time, one with an agenda, and one with someone who knows how to run a meeting. Sooner or later, you have to say something just […]

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Three Fatal Flaws of Relying on HCAHPS

Paul Roemer, CEO, Pale Rhino Consulting

It seems to me that every mention of a hospital attempting to improve patient experience is a misnomer. While an improved experience may be an adjunct result of the hospital’s efforts, the hospital does not call a meeting to improve patient experience. The hospital calls a meeting to improve its HCAHPS score. Net-net, the actual purpose of […]

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We Need To Do Better

Kate Huvane Gamble, Managing Editor, hsCIO.com

One month ago today, I lost my older brother Pat to cancer. He wasn’t just my brother. He was a great friend, a role model, and the Godfather to my daughter. He touched so many lives, as was evident by the crowds of people who came to pay their respects and the many who have […]

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Putting Toothpaste Back In The Tube

Paul Roemer, CEO, Pale Rhino Consulting

While listening to NPR I heard the columnist from the LA Times, David Lazarus, recount the experience of his recent stay at the UCLA Medical Center, a result of his cat trying to devour him. The bill: $52,000; $4,000 a night for the room and there was no HBO — more than the cost of the […]

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Are You Measuring The Complete Patient Experience?

Paul Roemer, CEO, Pale Rhino Consulting

Sharks cannot turn their heads. Sometimes it seems business leaders have the same problem. What transformation or innovation would you undertake if you were not afraid to turn your head, to look for solutions if you were not of failing? Hospitals either have satisfied patients or they do not. Measuring satisfaction will not yield satisfied patients any […]

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