Archives

The healthcare industry is seemingly struggling to come up with a common and manageable definition for the “Patient Experience.” Maybe it’s because “experience” is such a broad term just like terms such as “feeling, perception, opinion” – which are often the words used to evaluate the Patient Experience. As an example, when the article Hospitals […]

It was the 1980s, and cell phones were new. You had the soft, black carrying base the size of a phonebook, and you dreamed one day of getting a flip phone… True Story – Dave was losing service on his cell phone, and he had an urgent need to get it fixed. He was getting […]

I’m sure if we asked every healthcare CEO, every university president, and every sports team COO whether his/her staff are responsive to their current or prospective customers, they’d say “Yes!” And they’d be horrified to hear the truth. We’ve conducted thousands of mystery shops in public and private sector businesses – from your local school […]