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Patient Experience

TBT: Are ancillary departments the key to an improved patient experience?
08 Oct

Having spent much of my career developing and implementing Ancillary services operations for Integrated Delivery Networks (IDNs), I have a deep rooted appreciation for the impact these dedicated people can have on the patient experience. These support service departments can include:

26 Aug

It is no surprise hospitals are placing a stronger emphasis on gauging the satisfaction level of their patients.  With Medicare reimbursements tied to HCAHPS scores, it makes sense in this consumer-driven market.

With the emergence of online reviews and patients demanding and expecting their hospital stay to mimic the service of a five-star hotel, hospitals needs to be prepared to meet those expectations

Key Strategies: Improving the patient experience while trimming costs
29 Jul

The transformation to value-based care for healthcare systems has been underway for quite a few years now, hence the heavy focus on the improving the patient experience as it can have a major effect on a hospital’s bottom line. We’ve seen healthcare executives propose and implement a variety of patient-centered strategies from adding services, redesigning facilities and training their staff to be more compassionate. With there being endless approaches, how can healthcare systems hone in on a select few that would truly improve the patient experience while not ramping up their costs?

TBT: Patient experience & satisfaction - Have you got it covered?
23 Jul

In healthcare today the “golden ring” is high ratings in patient satisfaction. Hospital patient satisfaction scores - once a well-guarded statistic – is now publicly transparent through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Patient Satisfaction could also be considered an economic necessity for most hospitals in the U.S. Health system – high marks in HCAHPS scores equals higher levels of Medicaid/Medicare reimbursements (and vice versa). So bottom-line, leadership is paying attention and has been for a number of years.

Compassionate care & the patient experience
27 May

Providing an exceptional Patient Experience is more important now than ever as it can lead to higher scores on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.

CMS five-star hospital ratings
11 May

In April 2015, the Center for Medicare and Medicaid Services (CMS) unveiled their new five-star quality rating on the Hospital Compare website which are based on the 11 publicly reported measures in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The intention is to make understanding the data easier for healthcare consumers.

The NEW www.FashionSealHealthcare.com
20 Apr

The NEW www.FashionSealHealthcare.com has officially launched! Built specifically with uniform decision makers and end-users in mind, our new website offers an interactive experience and user-friendly navigation.

Along with a fresh, cutting-edge look, the NEW Fashion Seal Healthcare® website is packed full of valued-added features and tools to help you:

Beryl Institute Patient Experience 2015 Conference Logo
15 Apr

I was fortunate to be among the 800 attendees at the Beryl Institute’s 2015 Patient Experience Conference in Dallas.  It was inspiring to hear first-hand accounts of many dedicated and passionate people who are making a difference in the lives of their patients.

Distress Thermometer by National Comprehensive Cancer Network Panel
06 Apr

In addition to the vital signs of temperature, respiration, heart rate, blood pressure and pain, is it time for health care professionals to recognize emotional distress as a core indicator of a patient's health and well-being?   

Despite the acknowledgment by Oncologists and Administrators of the importance of the psychosocial side of a disease, there has been little effort to modify clinical practice, expand hospital budgets to pay for these ser¬vices, or implement policy changes for third-party coverage of this crit¬ical component of patient care.

Health 2.0: Social media & healthcare
16 Mar

With advancements in technology, it is only natural that the healthcare field would take advantage of the rapid waves of communication. The phenomenon, appropriately called Health 2.0, refers to how user-generated social media platforms, such as blogs, Facebook or Twitter, are being used as a means to promote collaboration between patients and various stakeholders in the healthcare industry.

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Think back to your most recent visit to a hospital or doctor’s office. Did the nurse who took your pulse and blood pressure wash her hands before touching you?  How often are his or her scrubs laundered and sanitized?

I received a call from one of our salesmen the other day.  He asked, “Do we make any ugly scrubs for any of our customers?”

“Say again.”

I’ve been working in the customer service department for over 14 years, and it seems like there isn’t a day that goes by where I don’t learn something new.

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