CARE OPINION Research chat 6: Perfect ratings with negative comments

Our research chat on 11 May 2021 featured the work of Andrew Gallan, associate professor at Florida Atlantic University in the US. We were delighted to have Andrew join us for this chat. Research from the US and the UK describes the phenomenon of patients giving healthcare providers perfect ratings (10 out of 10!), yet contradicting […]

The Impact of Patient Shadowing on Service Design: Insights from a Family Medicine Clinic

FREE DOWNLOAD A central tenet of patient-centered care is to truly and deeply understand how patients experience health care. One particular qualitative method, patient shadowing, holds the promise of seeing things through the patient’s eyes in real time. The purpose of this research is to utilize patient shadowing to capture the realities of patient experiences […]

Healthcare QualityCast Podcast

Just shared my career journey w/ @qualitycoachco – Show Link: #HealthcareQualityCast #HealthcareQualityPeople

Whose experience is it anyway? Toward a constructive engagement of tensions in patient-centered health care

Healthcare delivery faces increasing pressure to move from a provider-centered approach to become more consumer-driven and patient-centered. However, many of the actions taken by clinicians, patients and organizations fail to achieve that aim. This paper aims to take a paradox-based perspective to explore five specific tensions that emerge from this shift and provides implications for […]

Using Patient Shadowing to Improve and Innovate Customer Service Design

Steve Jobs once said, “Design is not just what it looks and feels like. Design is how it works.” While organizations do focus on the look and feel, unfortunately, the ‘how it works’ part is ignored. And from the customer’s perspective, this is a pain point that needs to be worked upon. The concept of […]

Patient Ecosystem Management w/ FAU’s Andrew Gallan, Ph.D.

FREE podcast on connecting patient experiences to community well-being. Engaging a wider range of resources to connect patients with organizations within their community can help transform healthcare and improve overall well-being, according to new research published in the Journal of Business Research by faculty at Florida Atlantic University’s College of Business. The article, “Transforming Community Well-being Through […]

Handling Difficult Patients

I thought I’d share this with you – to demonstrate how passionate the PX community is, and how they desire to support one another and to put patients first.

Transforming Community Well-Being through Patients’ Lived Experiences

Journal of Business Research The purpose of this article is to (1) explicate micro-to-meso linkages of well-being, (2) provide a theoretical framework to guide research on connecting patient experiences to community well-being, and (3) offer guidelines to policymakers. We develop a conceptual framework establishing connections between micro and meso levels through the expansion of […]

Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Future customer experiences are conceptualized within a three-dimensional space – low […]

Words Matter: What Is a Consumer?

Words matter. They convey our thoughts, they illuminate our understandings, and they can comfort or not. Many people use the word “consumer” in the context of health care without thinking about its meaning. I urge you to think more deeply and clearly about its meaning before you use it again. According to Miriam-Webster, a consumer […]