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Newsletter

Welcome to Patient Experience + News and Trends, AfPE's monthly newsletter. Join us each month for articles, developments and opportunities. If you have information or news you would like considered for the newsletter, please contact Jen Edse.

Press Ganey Launches Institute For Innovation

Monday, October 21, 2013
By AfPE Staff AfPE is excited to be a parter of the recently launched Institute for Innovation, a nonprofit research collaborative that provides a forum to better understand and act upon the patient voice to advance the science of improving patient care and reducing patient suffering. Tags: Press Ganey
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What Is Your Passion?

Monday, October 14, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience I recently had the honor of visiting two terrific health systems: West Virginia University (WVU) Healthcare in Morgantown, WV, and Renown Health in Reno, NV. Tags: career, CXO
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The International Patient Experience: Georgia Clinic Introduces Patient-Centered Care

Monday, September 30, 2013
By Eka Rukhadze, MD, Manager of Healthcare Quality, JSC “Curatio”
erukhadze@curatio.ge
Clinic in Tbilisi, Georgia Introduces Course in Patient-Centered Care After Attending Patient Experience Summit Tags:
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Conversations with the CEO: Dr. Marc Boom of Houston Methodist Hospital

Conversations with the CEO: Dr. Marc Boom of Houston Methodist Hospital

Monday, September 30, 2013
CEOs share their perspectives, insights and lessons learned in candid conversations about the patient experience. Tags: employee engagement, culture, leadership
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Family Communication - The Next Frontier for Improving Patient Satisfaction?

Family Communication - The Next Frontier for Improving Patient Satisfaction?

Sunday, September 29, 2013
By Richard B. Siegrist Jr., MBA, MS, CPA The patient’s family can play an important role in how a patient perceives his or her experience at a healthcare facility, either directly through family comments to the patient or indirectly through the patient’s view of how his or her family members are treated. Tags: communication, HCAHPS
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Leading Health Care Innovation Insight Center

Sunday, September 29, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience I want to share some exciting news with you. Harvard Business Review and the New England Journal of Medicine have teamed up to offer healthcare leaders an eight-week online forum: the Leading Health Care Innovation Insight Center.  Tags: CXO
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Frequently Overlooked Touchpoints Source of Pain for Patients

Monday, September 23, 2013
By Irene Etzkorn
A valuable first step in health care reform will be to adopt a truly patient-centric approach, by spending the time, effort and resources necessary to streamline, simplify and rethink patient communications. Tags: design, communication, empathy
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How Approaching My Death Transformed My View of the Patient Experience

How Approaching My Death Transformed My View of the Patient Experience

Thursday, August 29, 2013
By Arden Brion My patient experience started with an explosion in my chest at 3:15 on a Thursday afternoon. I was on a business trip in Wilmington, Delaware, presenting to a group of executives when it happened. Tags: end of life, perspective
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A Look at a Healthcare Delivery Model that Gets Rave Reviews from Patients and Providers

Thursday, August 29, 2013
By Pat Rullo
 
It’s projected that an additional 34 million people will receive health insurance and will need over 51,000 more primary care physicians by 2025 to meet that need. To solve this problem, some physicians are practicing "shared medical appointments." Tags: access, shared medical appointments
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Patients Are Always First But Not Always Right

Tuesday, August 27, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience We are in the ultimate customer service business. There is nothing more personal or service-oriented than healthcare. Think about what we do! People, patients place their absolute trust in us; they put their lives in our hands. This occurs at their most vulnerable and often most frightening time of their lives. We have an absolute responsibility to care for them. But while this is the most important customer service business, we are in a customer service business where the customer is not always right. Tags: service, safety, patient satisfaction
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