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Great {Patient} Expectations Pt. 2 – During
by Emily D. Tisdale This is Part Two of a three-part series on “Great Patient Expectations.” We’ll be talking about things you can do before, during, and after a visit to meet (and exceed!) your...
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Great {Patient} Expectations Pt. 3 – After
by Emily D. Tisdale This is Part Three of a three-part series on “Great Patient Expectations.” We’ll be talking about things you can do before, during, and after a visit to meet (and exceed!) your...
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Bedside Manner & Beyond
by Emily D. Tisdale In healthcare, we all know that employees with a caring bedside manner are essential to creating a positive patient experience. But sometimes, it seems like the practicalities of...
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What’s In a Name?
by Emily D. Tisdale You pull your car up to the front of the building. As you step outside, a smiling attendant greets you and offers to valet park your car. When you enter the building, you make your...
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Customer Service & Service Recovery: Same Coin, Different Sides
by Emily D. Tisdale Like a lot of parents, I kicked off the first Monday morning after my kindergartener’s spring break with a much-needed trip to Starbucks. On the way back to my office, after the...
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Going, Going … Gone? 4 Steps to Service Recovery
by Emily D. Tisdale Over the past few weeks, we’ve talked a lot about marketing, employee satisfaction, and, even concierge services. As healthcare leaders, we sometimes have concerns that appear very...
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Psychographics for Enhanced Patient Experience
by Emily D. Tisdale One of my first jobs in healthcare put me as a patient advocate at a large metropolitan hospital. The general med surg floors, in my opinion, always had the most diverse and...
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The Other Patient
by Emily D. Tisdale We’ve talked a lot about the value of patient satisfaction, and rightly so. Our goal has always been to improve the healthcare experience in measurable, specific ways. However,...
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What Patients Want
by Emily D. Tisdale It’s been almost fifteen(!) years since my sister and I went to the movies and giggled at Mel Gibson in pantyhose. In “What Women Want,” Gibson’s character is a chauvinistic ad exec...
View ArticlePatient Engagement in the Digital Age
by Emily D. Tisdale Recently, I was honored to be asked to participate in a panel for the Indiana Health Industry Forum’s Life Sciences Lunch Series. Our topic “Using Health IT to Encourage a Patient...
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3 Healthcare Trends We’re Thankful For
by Emily D. Tisdale Now is the time of year when we start to think more and more about the things we’re grateful for. We’ve done a few retrospective posts this year, including one about what we’ve...
View ArticleIn-Laws & Office Staff: The Complicated Art of Wooing Patients
by Emily D. Tisdale The year was 2004, and it was a simpler time. Along with a futuristic gadget called an “iPod,” I was also the new owner of something much more precious: an engagement ring from my...
View Article5 Things Your Patient Won’t Tell You
by Feliza David It’s happened to the best of providers – that patient who mysteriously disappears after a check-up, never to grace your office again. Your follow-up calls and emails go mysteriously...
View ArticleBeing Baymax: Lessons from Your Personal Healthcare Companion
by Emily D. Tisdale Who doesn’t love Baymax, the star of Disney’s Big Hero 6? In addition to reminding us all of a cute, puffy marshmallow treat, this “personal healthcare companion” earned a spot in...
View ArticleThink (and Work) Like a New Grad
by Emily D. Tisdale It’s that time of year again. Chances are, you’ve got at least one friend or family member who is throwing their cap into the sky and doing the happy dance. Graduation is an...
View ArticleBest Practices, Every Day
by Emily D. Tisdale It feels like you’ve tried everything. You hired the right people and created a culture of customer service, so why does it feel like your patient experience efforts never quite...
View ArticleWhat Employee Engagement Looks Like in Real Life
by Emily D. Tisdale Employee engagement is getting easier to understand (or at least appreciate), but it can still be difficult to gauge the practical effects of employee engagement when it comes to...
View ArticleThe Patient Experience You Might Be Forgetting
by Emily D. Tisdale We already know that our patients should always be at the top of our minds – and healthcare organizations implement plenty of strategies to ensure an optimal patient experience....
View ArticleHealthcare Social Media Rock Stars
by Emily D. Tisdale Healthcare marketing can be about so much more than attracting new visits to your website — or even getting new patients on your schedule. If you think beyond the typical...
View Article4 Things You Need to Know About Patient Experience
by Emily D. Tisdale You want to provide the best possible care, but when it comes to truly defining the factors that create true patient satisfaction, it’s hard to know where to begin. Adding to this...
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