Hospital Leaders Need To Save More Than Screens

Paul Roemer, CEO, Pale Rhino Consulting

Earlier this week, InformationWeek HealthCare posted the article, Hospitals Elevate Patient Satisfaction to the C-Suite. While the meat of the article may pass the test of being necessary, it did not come close to passing the test for being both necessary and sufficient. Why? Because the approach discussed in the article left out far more than […]

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Daniel Nigrin, CIO & SVP of IS, Boston Children’s Hospital, Chapter 3

Daniel Nigrin, CIO & Senior VP of IS, Children's Hospital Boston

Childrens’ MyPassport app
Extending the window of time patients have with clinicians
Innovation as as strategy with FIT
Letting people “kick the tires” on ideas
BCH’s chief innovation officer
“We don’t frown on failure”

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Can People Do Business With Your Hospital?

Paul Roemer, CEO, Pale Rhino Consulting

Can people do business with your hospital, and why is that important? It seems these questions are easy enough question to answer, but how do you know the answers if you’ve never watched people trying to do business with your hospital? Permit me to offer an illustration. I dropped my phone and shattered the screen, breaking […]

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Customer Service And The Snowball Effect

Kate Huvane Gamble, Managing Editor, hsCIO.com

“This can’t be good,” I said to myself as I approached the off-site airport parking lot. It was so jam-packed with cars I couldn’t even get through the gate. As I approached the valet area — which looked like the scene from a college football tailgate — the attendant looked over at me and yelled, […]

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The Difference Between Patient Satisfaction and Patient Experience

Paul Roemer, CEO, Pale Rhino Consulting

Think about the answer to this question: how many nights have you spent in a hotel in the last decade? For most of us, the answer is more than 100. How many nights have you spent in a hospital in the last decade? For most of us, the answer is probably between zero and 10. So then, when you go […]

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