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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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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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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The Stephen Hawking of Patient Experience

Paul Roemer, CEO, Pale Rhino Consulting

While working in Rio, I received a briefing from former members of MI-6 and the Secret Service about how to work and play in South America. If you were going to be kidnapped, Colombia, they told us, was the best, because the kidnappers treated it as a business and they would do their best to keep […]

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Can Robots Be Used To Enhance The Patient Experience?

Paul Roemer, CEO, Pale Rhino Consulting

I am fascinated by the use of robots in healthcare, from steerable micro-robots that travel through veins to precision robots guiding surgeons to the delivery of meals to patients in the hospital. What makes them so useful is their accuracy. If they get it right the first time, they will get it right the millionth time. […]

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