Patient Experience

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Have we lost the power of purpose in health care?

Understanding and leveraging purpose in organizations seems to be one of the most talked about issues – and opportunities – in companies today. A few weeks ago, 181 CEOs who are part of the prestigious Business Roundtable signed a new statement on the “Purpose of a Corporation.” No longer is simply driving shareholder value the top priority, they said. The statement recognized an organization’s role in engaging and serving all stakeholders: customers, employees, suppliers, communities … Read More

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Through a patient’s eyes, is “precision” medicine truly “personalized” medicine?

In the cover story “The Future of Medicine” in the January issue of National Geographic magazine, journalist Fran Smith and photojournalist Craig Cutler explore the remarkable promise of gene research and treatment.

“It’s a very simple principle,” commented Razelle Kerzrock, an oncologist and director of the Moores Center for Personalized Medicine, in the article. “You pick the right drugs for each patient based on the tumor profile, not based on a part of the body … Read More

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America’s favorite doctor offers remarkable insight into how to improve communication

Enlightening perspective on how to improve the care experience for patients sometimes comes from unexpected places. It might not surprise you to learn that one of America’s best-known, most-beloved doctors has authored a book that provides great insights into how to make communication in health care better – until you learn that that doctor is Hawkeye Pierce.

Since he retired as the head surgeon in the 4077th M*A*S*H unit on the iconic 70s television Read More

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Sometimes Silence Isn’t Golden: Improving Patient Engagement by Encouraging Openness

Like most of our experiences in life, the patients and families we remember best are the ones whose satisfaction with our care falls at the extremes.  On one hand, the family that is effusive in their praise is one everyone likes to remember.  At the other extreme, we can’t forget the families who are disappointed and seem to be critical of virtually everything we do.  Even months after they’ve left the hospital, the experience of Read More

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Five Sure-Fire Ways to Wreck Rounding

Over the past decade, health care leadership rounding has become a best-practice staple for organizations that are striving to improve patient experience, employee engagement and the overall culture of performance. While in healthcare we sometimes act like we invented the practice, it has been pursued in different forms for many years in other industries. If you are a disciple of Lean Manufacturing and the Toyota Production System, you call it “going to the gemba.” Bill … Read More

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