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The Strategic Consulting blog – written by our award-winning team of experts – for an in-depth look at leading best practices and lessons learned from their work with more than 1,400 health care organizations.

Topic results for "Patient Experience"...   [clear]

  • Four Essentials of Effective Telemedicine

    Added on May 4, 2020

    By Chrissy Daniels, MS, Chief Experience Officer

    The thought leader series continues as our Chief Experience Officer, Chrissy Daniels, shares how simple shifts in communication styles can help make telehealth experiences as effective as in-office visits. As health care organizations ramp up their telehealth offerings in response to COVID-19, this blog will guide them in four essentials of effective telemedicine: authenticity, agenda setting, empathy, and closing checklist.

  • Keeping Families and Patients Connected During the COVID-19 Crisis

    Added on Apr 13, 2020

    By Rachel Biblow, Senior Vice President and Partner, Strategic Consulting, and Benjamin Cooperman, Senior Associate, Strategic Consulting

    The ongoing spread of COVID-19 has warranted extreme social separation measures and infection prevention protocols that are making it difficult for families and patients to stay connected. In this blog, our thought leader series continues as Rachel Biblow, Senior Vice President and Partner, Strategic Consulting teams up with Benjamin Cooperman, Senior Associate, Strategic Consulting to discuss ways that health care organizations can help their clinicians both connect COVID-19 patients with their loved ones and stay connected to their own families during these trying times.

  • Fighting Fake News and Building Trust on the Web

    Added on Dec 10, 2019

    By Thomas H. Lee, MD, Chief Medical Officer

    Trust is something in short supply in most aspects of life these days, particularly in today's "fake news" social media climate. As health care consumers look more and more to online reviews and ratings when seeking care, the Internet has become a platform where trust between consumers and health care providers has the potential to be built or destroyed. Lessons learned from other business sectors can help organizations in their mission to deserve trust by nurturing a highly reliable culture with a holistic perspective on excellence.

  • Medical Practice Roundtable: UUH Helps Providers Meet Patient, Physician Needs

    Added on Oct 30, 2019

    By Diana Mahoney

    In the first of an ongoing series of interviews focusing on ways high-performing medical practices are meeting some of today’s most pressing care delivery challenges, Mari Ransco, Director of Patient Experience at University of Utah Health, discusses how that organization is helping its provider groups create work environments that address both patient and physician needs.

  • Meeting the Real and Virtual Needs of Today's Health Care Consumer

    Added on Oct 16, 2019

    By Lauren Keeley

    This blog describes how telemedicine will not change what patients want from their providers, but it will force health systems to rethink their organizational structures to best meet the changing expectations of those they serve. As telemedicine becomes more prevalent, health care providers must keep their eyes on what matters to patients, striving to adapt and respond to the needs of patients as consumers. Inspired by Chrissy Daniels' roundtable at the 2019 PX Summit.

  • Measuring Consumer Loyalty: Why the Net Promoter Score Is Not Enough

    Added on Sep 24, 2019

    By Diana Mahoney

    On its own, the Net Promoter Score as a measure of consumer loyalty doesn't provide the insights needed to drive improvement. Recommendation intent is one piece of a much larger puzzle that requires deep data and advanced analytics to understand what consumers want and need and how to keep them coming back.

  • The Road to Transformation: What Adult Medicine Can Learn from Pediatrics

    Added on May 7, 2019

    By Rachel Biblow, Senior Vice President, Transformational Solutions

    To progress along their transformational journeys, adult care organizations can learn and adapt strategies from leading pediatric hospitals to create an organizational culture that supports true patient centeredness. Care coordination, facility design, and integrative medicine are just some areas in which pediatric systems are leading the way to transformation.

  • Good Doctors: Stories from the Heart of Health Care

    Added on Apr 29, 2019

    New Podcast Series

  • The Patient Experience and Health Care Transformation: A Bonded Pair

    Added on Aug 2, 2018

    By Diana Mahoney, Editorial Director

    Leaders of high-performing organizations know, from their own experiences, that health care quality, health system efficiency, and the likelihood that patients will continue seeking care from their organization are integral to—not independent from—the patient experience.

  • Why Patients Seek Out Negative Reviews

    Added on Jul 31, 2018

    By Chrissy Daniels, Partner, Medical Practice, Consumerism & Transparency

    Negative online reviews can cause angst for physicians. Most fear that anything less than perfectly positive patient reviews will be damaging. Understanding how consumers navigate negative reviews can help to reduce anxiety over occasional outlier comments. The real opportunity is to focus on any emerging patterns from negative comments, and to target those areas for improvement.

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