What It Means When The Phones Are Ringing

Paul Roemer, CEO, Pale Rhino Consulting

His colleague asked the physician, “How is it that you are able to see 10 times as many patients each day as the rest of us?” “You guys spend too much time meeting with patients and asking them questions. I do Facebook Care. I just look at their picture on Facebook, and if I don’t […]

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Why Are 60 Percent Of Your Patients Already Disappointed?

Paul Roemer, CEO, Pale Rhino Consulting

What would you do differently if you knew that 60 percent of the people who call your health system were already disappointed? Would everyone have better experience if the health system closed its call center? Quite possibly. Why run the risk of disappointing the other 40 percent of your callers for the first time, and […]

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Patient Access: What Does Failure Cost?

Paul Roemer, CEO, Pale Rhino Consulting

It is time we pull back the curtain and tell the truth about patient access and scheduling. The points of truth are: Almost all access happens by phone. Most health systems do not have a “call center.” What they have is a room with a lot of phones and a lot of people whose job […]

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Improving Access: What Is Your Best First Step?

Paul Roemer, CEO, Pale Rhino Consulting

One of the problems with getting across a new idea is presenting it in a manner that allows others to visualize something they have not seen before. I think people have that problem when it comes to understanding how to recast patient experience and patient access. We have patients, they think to themselves, therefore those […]

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Patient Experience: What Exactly Needs to Change?

Paul Roemer, CEO, Pale Rhino Consulting

There are around 4.1 million hotel rooms in the US. People who study obscure facts recommend that pillows be replaced every two months. If we assume that each hotel room has four pillows, the hospitality industry should replace about 100 million pillows a year. I travel a fair amount, and I have yet to see […]

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