Patient Experience

Rebranding Is Culmination of Two-Year Process to Strengthen Patient-Focused Culture

Sheryl S. Jackson

by Sheryl S. Jackson Since its humble beginnings in 1895, the 20-bed Macon (GA) Hospital has grown to become the Central Georgia Health System. It comprises the Medical Center of Central Georgia, a 637-bed, full-service, acute care hospital, along with 30 entities that include other clinics, specialty-care centers, and community hospitals. In September 2014, the Read More

Improved Patient Flow in Hospitals: How to Break Through the Bottlenecks

by Sandra Marchetti Backups and delays are a common, but always unwelcome, part of the health care process. Patient flow problems are a source of anxiety and long waits for patients, as well as frustration and inefficiency for providers. According to the Institute for Healthcare Improvement, many U.S. hospitals have problems with achieving optimal patient Read More

Dr. Devi Shetty’s Health City Envisions a New Kind of Medical Tourism

Cheryl Haas

by Cheryl Haas Devi Shetty, MD, is out to change the world of health care delivery through compassion, quality, and affordability. India’s most renowned heart surgeon and Chairman of Narayana Health has built a chain of 21 medical centers that cut costs so substantially that they can provide clinical excellence at a fraction of the Read More

Does Employee Engagement Matter?

by Cynthia King, PhD, and Daniel King, MS No longer is it enough to have satisfied employees who just want to “get by.” Instead, it is essential that hospitals and health systems cultivate a working environment that promotes and sustains highly engaged employees who are loyal to their organization. Highly engaged individuals are not only Read More

Nursing as a Strategic Differentiator: Think Anew

by Gloria Sanchez-Rico, RN, BSN, MBA, NEA-BC Old stereotypes die hard, and nowhere is this more true than when it comes to nursing. For while nurses continue to provide exceptional bedside care and remain the single greatest contributor to a good or bad patient experience, anyone who thinks their contribution ends there should think again. Read More

Mobile Clinics: A Proactive Public Health Strategy

by Jared Kebbell Mobile health clinics are becoming an increasingly important part of the American health care system. They represent a move toward a more proactive public health strategy, seeking to bring care to those in need and the uninsured rather than waiting for them to seek it themselves in expensive emergency rooms. To many Read More

Supermarket Chain Offers Infusion Services

Nancy Vessell profile pic

by Nancy Vessell When a Midwest supermarket chain began offering chemotherapy and other infusion services, a few heads were turned. “When I first learned about it, it did catch me by surprise. To my knowledge, I haven’t heard about other grocery chains getting into this [medical area],” says Michael Abrams, managing partner of Numerof & Read More

Arts and Health: A Prescription for Patient-Centered Care

by Jane Weber Brubaker In April, more than 260 professionals gathered for the 25th annual Global Alliance for Arts & Health convention, hosted this year by Texas Children’s Hospital in Houston. Arts and health is “a diverse, multidisciplinary field dedicated to transforming health and healing though the arts,” according to the organization’s website ( The Read More

Focus on Consumer Needs, Not Provider Needs to Survive Health Care Transformation

Sheryl S. Jackson

Price and Quality Transparency to Gain Importance in Coming Years by Sheryl S. Jackson For almost seven years, the television show “Marcus Welby, MD,” featured a veteran general practitioner who fo­cused on patients as people in an era when specialized medicine and tech­nology were growing in importance. Many storylines had Dr. Welby listening to patients Read More

Market Research and Engagement Through an Online Community Panel

Michele von Dambrowski

by Michele von Dambrowski “We had relatively low patient engagement … outside of the clinic setting,” says Mark Rothwell, vice president of marketing and communications for Dean Clinic, giving one reason why the 107-year-old Madison, WI, organization began an online patient community. Patient engagement, in­cluding a two-way dialogue, is critical to Dean Clinic’s brand value, Read More

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