Patient Experience: A Teachable Moment From the VA

Paul Roemer, VP of Patient Access, Clinovations

A few years from now, if you and your child happen to stay at hotel —  it could even be a Holiday Inn Express, if you have savant-like tendencies — your child will look around the hotel room and ask you to explain some of what she sees. For instance, that thing on the nightstand […]

Share

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. […]

Share

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. […]

Share

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 […]

Share

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 […]

Share