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Patient Experience Management–Manufacturing Consent

Manufacturing Consent Foxnews reports “Russian police say they have discovered the body of a local politician reported missing last week, in a barrel of cement in a garage near Moscow. Another politician has been accused of ordering the murder, over an $80 million debt.” So, we’ve got that going for...

Published Mon, Feb 02 2013 5:19 PM by Healthcare IT Strategy

Filed under: Rants & Musings, PRM, CRM, PEM, Patient Equity Management, hospitals, Patient Experience Management, customer experience management

Patient Experience Management–what is it?

If you watch too much television your brain will fry. Sometimes I feel like mine is in a crepe pan that was left sitting on the stove too long. Two nights ago I’m watching Nova or some comparable show on PBS. The topic of the show was to outline all the events that took place [...] Read More...

Published Mon, Oct 10 2011 3:50 PM by Healthcare IT Strategy

Filed under: Rants & Musings, patient relationship management, PRM, CRM, PEM, Patient Equity Management, Hospital, Patient Experience Management, Who's Running the Show?, crowdsourcing

Patient Experience Management (PEM): Left Brainers, Right Brainers, and No Brainers

Sometimes I feel a little like the ambassador from the planet Common Sense, and unfortunately very few of us speak the same language. Let’s see if we can segment the Patient Experience Management (PEM) population into left brainers, and right brainers. I am wrestling with an issue that I believe is a...

Published Tue, Apr 04 2011 7:23 AM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, patient relationship management, PRM, CRM, PEM, Patient Equity Management, Hospital, Patient Experience Management, S-CRM, Who's Running the Show?

Patient Relationship Mangement–who’s kidding who

(AP) New York. CNN reported that Patient Relationship Management (PRM) and Patient Experience Management (PEM) died. Services will be held next Monday at Dunkin Donuts. Patients are asked not to attend, but instead to forward their complaints to Rosie O’Donnell. PRM is what hospitals tend to use; it...

Published Fri, Apr 04 2011 8:17 AM by Healthcare IT: How good is your strategy?

Filed under: patient relationship management, PRM, PEM, Patient Equity Management, Hospital, Patient Experience Management

Revising patient interactions via social media and CRM

For those who don’t have time for 140 characters, or who don’t have much to say, I’ve created an alternative, smidge.com. The Urban Dictionary defines a smidge as a small amount of something, short for smidegeon. This will revolutionize the interaction between patient/customers and the healthcare provider...

Published Thu, Sep 09 2010 5:01 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, PRM, PEM

We made it to the bigs

Somehow, my social media article healthsystemcio.com made the top story of Chime Healthcare CIO SmartBrief. http://ow.ly/2snrU Not bad for a metaphorical tomato thrower. Thanks for playing along. Read More...

Published Fri, Aug 08 2010 9:23 AM by Healthcare IT: How good is your strategy?

Filed under: social media, Strategy, patient relationship management, PRM, Who's Running the Show?, change management, Patient Equity Management

Patient Relationship Management (PRM)-grab the ball

My newest post on healthsystemCIO.com. http://healthsystemcio.com/2010/07/07/patient-relationship-management-prm-grab-the-ball/ Why can nobody lead? Read More...

Published Wed, Jul 07 2010 4:06 PM by Healthcare IT: How good is your strategy?

Filed under: patient relationship management, PRM, PEM, Patient Equity Management

Patient Experience (Mis)Management (PEM)

Patient Experience (Mis)Management (PEM)–my new post for @healthststemCIOhttp://ow.ly/22uEj Read More...

Published Wed, Jun 06 2010 7:48 PM by Healthcare IT: How good is your strategy?

Filed under: Strategy, Rants & Musings, patient relationship management, PRM, CRM, Patient Equity Management

Bumble Bess & Red Velvet

Remember as kids trying to see how many bumble bees you could catch in a jar before you panicked and they all got lose? You couldn’t get the top all the way on and all of a sudden dozens of bees exited the jar as you raced across the field of clover. That’s how customers [...] Read More...

Published Fri, Jun 06 2010 6:48 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, PRM, CRM, Patient Equity Management

When Patient Relationship Management Fails-call the cable guy

(This missive is somewhat long—this is where my mind goes when I run.) Ever watch the show “This old House”? Something magical happens to a man when he watches somebody single-handedly rebuild a 6,000 year old home in a 30 minute program. After that no task seems too complex. As a normal...

Published Wed, Jun 06 2010 7:41 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, patient relationship management, PRM, CRM

Patient Relationship Management, add 3 parts technology and stir

Sometimes you need to break a few eggs to get to the root of the problem. Traditional approaches to improving the patient experience usually begin with the call center. Why is that? Maybe it has something do with the fact that a call center is tangible. Something you can observe and touch. Clearly, it’s...

Published Wed, Jun 06 2010 3:09 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, PRM, CRM, Patient Equity Management, hospitals

You Can’t Fix Stupid

I spent a summer in Weaverville, North Carolina, just outside of Asheville. (I couldn’t find it on the map either.) That summer, I was the head wrangler at Windy Gap, a summer camp for high school kids. I’m not sure I’d ever seen a horse, much less ridden one, so I guess that’s why...

Published Tue, Jun 06 2010 2:26 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, PRM, CRM, Patient Equity Management

Dinner’s warm, it’s in the dog–Patient Expectations

Let’s see what we can somehow tie this to patients; I couldn’t resist using the title. The phrase came from my friend’s wife. She’d said it to him after he and I came home late from work one night, he having forgotten his promise to call her if we were to be late. Apparently, she [...] Read...

Published Mon, Jun 06 2010 7:45 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, PRM, CRM, Patient Equity Management

Does your hospital have ID–Innovation Deficiency?

When certain things reach their expiration date, no second-guessing is required. Shelf life has transformed into half-life. Milk is a good example, one that involves several of the senses. For starters, the dairy industry offers a great hint by printing the date right on the label. Smell is another indicator...

Published Thu, Jun 06 2010 8:35 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, PRM, CRM, Patient Equity Management

Why Google, Apple & Microsoft will win the EMR battle

In the next few years, brick and mortar, immobile physician-centric EMRs and EHRs—those large EHR systems implemented by healthcare providers residing on large systems will be supplanted by portable patient-centric EMRs residing on a next generation of super smart devices—we call them smart phones today...

Published Thu, Apr 04 2010 9:34 PM by Healthcare IT: How good is your strategy?

Filed under: Strategy, Rants & Musings, planning, PRM, Who's Running the Show?, EHR, EMR, business model

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Patient Experience Management–Manufacturing Consent

Patient Experience Management–what is it?

Patient Experience Management (PEM): Left Brainers, Right Brainers, and No Brainers

Patient Relationship Mangement–who’s kidding who

Revising patient interactions via social media and CRM

We made it to the bigs

Patient Relationship Management (PRM)-grab the ball

Patient Experience (Mis)Management (PEM)

Bumble Bess & Red Velvet

When Patient Relationship Management Fails-call the cable guy

Patient Relationship Management, add 3 parts technology and stir

You Can’t Fix Stupid

Dinner’s warm, it’s in the dog–Patient Expectations

Does your hospital have ID–Innovation Deficiency?

Why Google, Apple & Microsoft will win the EMR battle