4 New Lessons on Patient Experience from Disney

It's been 10 years this month since Fred Lee published his book "If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently." The book offers hospital administrators and service line directors key insights for transforming their "services" to "experiences," including: Generating loyalty by doing memorable things that patients don't expect Being alert on people's needs and taking initiative, before they ask for it Shifting from "our services" to the guest's story Over the past year, Read more [...]

Is the Phrase “Patient Engagement” Overused?

There is a point when a word or phrase becomes so overused, generalized and convoluted that it essentially becomes meaningless to its audience. For example, here are the 9 most overused corporate buzzwords and clichés (think outside the box, win-win, team player, etc.) I believe the term “patient engagement” is headed towards passing its expiration date and becoming stale (if it’s not there already). Read the full article at HITConsultant.net Read more [...]

9 Inspiring Quotes for Nurse Leaders from AONE 2014

The theme of this year's American Organization of Nurse Executives (AONE) annual conference was "Inspiring Leadership." Inspirational keynote speakers seemed to drive the message home for the CNOs and nurse managers in attendance. Below are some of the quotes that were heard repeated through the conference halls: 1. Robert Ballard, President, Institute for Exploration and Ocean Exploration Trust (best known for his 1985 discovery of the Titanic): "Leadership is developing things in parallel and Read more [...]

Why All Hospitals Are Also Digital Companies

The web has changed the way the world does business. You don't have to look farther than 2013's holiday shopping season, where 10% more shoppers bought online, 14% percent less people visited stores, and even Amazon delivery partners were overwhelmed with unexpected demand for last minute shipping. Consumers spoke with their wallets and showed that convenience was king. Aaron Shapiro, CEO of Huge, spoke at a recent marketing and tech conference and said that digital has become a "mainstay of American Read more [...]

Do Old People Want Digital Engagement?

I know... the last thing seniors want is to be called "old people." But as patients, do they want to be engaged using online and mobile technology? Although the world's online revolution has affected all aspects of consumer life, including banking, travel, shopping and media, the elderly population has often been left out or ignored, because of a widespread assumption that they don't use online tools.  As a result, institutions often implement more costly and resource-intensive methods - like Read more [...]