Tag: Patient Experience

You Changed My Mind – Empathy Can be Taught

By: Noelle Wysocki
Date: July 2, 2019
Category: E-Learning
Filed under: custom, customer service, empathy, experience, face-to-face, Healthcare, Patient Experience, respect, Revenue cycle, satisfaction, training, workshop

How HBI is helping one organization communicate with empathy, internally and externally. “Word of mouth says that our staff don’t treat each other very well. And we’re slowly losing patients to competitors.” This is what one client said to us over a year ago. And we’ve heard similar statements from so many other organizations across […]

That Was Terrible! I’m Going to Tell Everyone!

By: Samuel DePaz
Date: June 27, 2019
Category: Custom Services
Filed under: Learning, Patient Experience, Patient Satisfaction, RC Management, Revenue cycle, Social Intelligence, training

Think about the worst visit to a healthcare professional you have ever experienced. Did it involve getting a surprising and large bill several months later? Rude staff members on the phone? Lack of empathy and caring throughout your care? Who did you tell about it? Your friends? Your Facebook Friends? Your Twitter-verse? Right now, the […]

Pulse Check: Price Transparency

By: Andrew Minten JD
Date: January 2, 2019
Category: Custom Services
Filed under: CMS, financial assistance, Patient Experience, Payers, Price Transparency, Pulse Check

Now that the CMS has stated that prices for all items and procedures must be posted online, it is important to ensure patients understand what these prices mean to them. We’ve seen healthcare organizations be effective creating a financial assistance committee that can partner with the community to determine the most efficient way to communicate […]

Pulse Check: Secret shopping is essential to understand and mitigate poor patient satisfaction scores from HCAHPS and Press Ganey

By: Elisabeth Callahan
Date: October 17, 2018
Category: Custom Services
Filed under: HCAHPS, mystery shopping, Patient Experience, Patient Satisfaction, Press Ganey, Pulse Check, secret shopping

Are your HCAHPS scores, Press Ganey results, and other patient satisfaction indicators telling you that the patient experience is not living up to your organization’s mission, vision, and values? HCAHPS and Press Ganey are great for pointing out that a problem exists, but they fail to reveal the underlying reasons for the negative impressions. You […]

Pulse Check: Standardizing the Patient Experience

By: Andrew Minten JD
Date: October 10, 2018
Category: Custom Services
Filed under: Call Center, Patient Calls, Patient Experience, Patient Satisfaction, Pulse Check, Schedgistration

Recent work here at HBI has had me thinking about how detrimental it is to your organization when the patient experience is poor. My colleague Elisabeth Callahan has written in the past about the importance of giving the patient a good first impression. Our most recent webinar featured the work Hospital Sisters Health System did […]

“Self-service” Does Not Always Mean “Future-Forward”

By: Addie Blanchard
Date: June 12, 2018
Category: Revenue Cycle
Filed under: Online scheduling, Patient access, Patient Experience, Self-scheduling

Last week, self-scheduling was in the spotlight as Ascension rolled out its campaign to build awareness around its convenient access feature. Visit Ascension’s online scheduling feature and you’ll see the choices patients have to select their insurance (including self-pay), location, and care type. Need to see available times at an Ascension emergency room nearby? The […]

Pulse Check: Importance of Ensuring Patients’ First Call is a Positive Impression

By: Elisabeth Callahan
Date: February 21, 2018
Category: Custom Services
Filed under: call abandonment rates, Patient Experience, patient first impressions, Pulse Check

A patient’s first impression can make or break you in the business of healthcare. And patients have more power than ever to take active roles in deciding where to receive their services. Tarnish a patient’s experience from the get-go, and risk losing that business. Like so many of these patients, my own first impression of […]

Forecasting the Future of Patient Communication Choices

By: Addie Blanchard
Date: January 16, 2018
Category: Revenue Cycle
Filed under: healthcare consumerism, patient communication, Patient Experience, patient friendly billing

Inside the healthcare industry, the shift to consumerism is now a fact of life. So much so, that it is not uncommon for patients to be referred to as “consumers.” The connotations with each word—“patients” and “consumers”—are different, which can be a positive thing. Is it enough, however, to simply make the unilateral shift to […]

Involving Physicians in Improving the Patient Experience

By: Elizabeth Elving
Date: May 2, 2017
Category: Physician Network
Filed under: Accessibility, HCAHPS, Patient Experience, Patient Satisfaction

Patient satisfaction and experience is increasingly becoming a chief concern for healthcare organizations. Medicare reimbursements are tied to HCAHPS scores, and many organizations are now basing some portion of physician and nurse compensation on related metrics. Satisfaction can also impact revenue as patients begin to act more like consumers, “shopping around” for healthcare options the […]