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 [...]

6 Patient Experience Lessons from “The Bachelor”

A guest post by Maeghan Nicholson, Director of Marketing for Wellbe "The Bachelor" is wrapping up its 18th season on ABC on Monday. While this reality TV staple is often considered a guilty pleasure, there are lessons here that can be applied to how we take on the patient experience in healthcare: 1. You only get one first impression The show's season always starts out with 20+ women stepping out of limos and introducing themselves to the bachelor in all sorts of crazy ways (in a wedding 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 [...]