Add Your Blog | | Signup
Healthcare IT Strategy · 5d ago

If A Customer Falls In The Woods…

A man who works at a manufacturing plant that makes items for hardware stores is suspected of stealing from his employer.  Because he is under suspicion, each night he when leaves the plant,...
Healthcare IT Strategy · 1w ago

Fish Lips Versus Customer Experience

Television commercial: “I’m not a bank guard, I’m just a bank monitor.” Seattle fact: “I’m not a suspect, I’m a community member.” One news story this morning got my attention in spades.  It...
Healthcare IT Strategy · 1W ago

Consumerism Strategy: Quit Doing What You Are Doing

When people speak of the personal experience Disney gives its customers, some refer to it as daunting. There’s daunting.  And then there is every other firm.  If your health system isn’t nam...
Healthcare IT Strategy · 1W ago

Customer Experience: Please See The Attendant

Had the senator-elect driving the black, BMW 7-series known he would be killed before he reached his home in the tony neighborhood of McLean, Virginia, he might have driven a different route...
Healthcare IT Strategy · 2W ago

Patient Experience & The Sharpshooter’s Fallacy

Picture yourself standing in a field with someone else, standing a hundred feet from a barn.  The person next to you raises a rifle and takes dozens of shots at the side of the barn. Afterwa...
Healthcare IT Strategy · 2W ago

Can Puppies & Crayons Improve Patient Experience?

Judging by the coddling elite colleges are providing to the students, the world must have gotten a lot more stressful than it was when I was a student. After Trump’s election, ‘safe rooms’ w...
Healthcare IT Strategy · 3W ago

Your Dinner’s Sill Warm: It’s In The Dog

One day several years ago my friend and I decided to grab a beer after work.  One beer turned into two and yadda, yadda, yadda, all of a sudden it was 8 p.m.  “Didn’t you say that your neigh...
Healthcare IT Strategy · 3W ago

Consumerism Isn’t For Your JV Team

Last night as I’m sitting on a hard bleacher awaiting my fifteen-year old’s baseball game, I noticed that a  mom of one of the players, who was sitting next to me, looked a little forlorn. B...
Healthcare IT Strategy · 3W ago

Patient Experience: Fool Me Twice, Shame On Me

Consumerism Axiom: Experiences that don’t create value from the perspective of your patients will never create value for your health system. Here’s why. There are two types of people; those ...
Healthcare IT Strategy · 4W ago

Why Is A Patient Portal So Ineffective?

Not all my meetings with health system leaders go as well as I might have hoped.  I was in the mode of part mad professor, part merry prankster. However, I tried to appear polite. I sat upri...