When I went into hospital with my wife recently, I was expecting good care. I was expecting optimal recovery. What I wasn't expecting however, was to be inspired by some of the most efficient, ...

(Quick sidebar for the civilians reading this article: HCAHPS are patient satisfaction scores that some government payments are partially tied to. These scores are based on questions--mostly on ...

Sharing his diagnosis of lung cancer, consumer news reporter and TV personality John Stossel had another piece of news out of a major academic medical center: “I have to say, the hospital’s customer ...

Fox Business Network host John Stossel has a bone to pick with the U.S. healthcare system. The journalist is undergoing treatment for lung cancer at one of the highest-rated hospitals in the country.

Because medical care is something everyone needs, it can be easy to forget that medical care is a service and patients are customers. But good customer service is just as important in medicine as it ...

For decades, parents have taught their children “The Golden Rule:” Treat others the way you want to be treated. However, as adults with various life stressors and responsibilities, we often forget to ...

If Disney Ran Your Hospital, Customer Experience would trump Customer Service. In the now famous book, The Experience Economy, the authors provide an insightful commentary of where our economy is ...

LAS VEGAS – Rueben Devlin, CEO of Humber River Hospital in Toronto, sees full digitization as the future of physician efficiency and patient experience. In seeking to fully digitize Humber River, the ...

1. Start seeing patients as customers. Taking care of patients is what healthcare is all about. It may be hard for some people to think of patients as customers, but they definitely are. Their choices ...