Do We Deliberately Disengage Patients?

Paul Roemer, VP of Patient Access, Clinovations

The reporter on ESPN stated that cyclists in a 40-kilometer race could shave 79 seconds off their time by shaving all of their hair. The reporter failed to mention how much time could be shaved by pedaling faster. Sometimes the easiest answer is overlooked, perhaps because it is too easy to be believed. Patient engagement. Hospital disengagement. […]

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Let’s Close All The Call Centers

Paul Roemer, VP of Patient Access, Clinovations

“The first thing we do, let’s kill all the lawyers,” Shakespeare, Henry VI. No small feat considering the number of lawyers. Rather than take such a radical step, let us begin with something more achievable. Let’s close all the health system call centers. Customer experience may go up, and customer access may not be affected negatively. […]

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What Is Patient Experience’s Wow Factor?

Paul Roemer, VP of Patient Access, Clinovations

If asked, most of your employees would probably describe your organization as highly innovative. Would those same people be able to describe the most impactful innovation in the last two years? Would they be able to describe a single innovation? Do they know who is in charge of innovation? If the answer to those three questions […]

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Walking Back The Cat

Paul Roemer, VP of Patient Access, Clinovations

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, VP of Patient Access, Clinovations

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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