Hospitals probably have more than one hundred points of contact with each patient. These points of contact (POCs) begin before the patient is admitted and continue after the patient has been discharged. The first contact may come by a visit to one of the hospital’s clinics, a 3 A.M. call to a primary...
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EHR: How difficult without the correct strategy
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Healthcare IT Strategy
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Tue, Apr 16 2013
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Filed under: Rants & Musings, CEM, patients, CRM, PEM, Patient Equity Management, Hospital, Patient Experience Management, Family Experience Management, patient satisfaction, Patient Portal
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 More...
There was a meeting last week of the scions of the Philadelphia business community. The business leaders began to arrive at the suburban enclave at the appointed hour. The industries they represented included medical devices, automotive, retail, pharmaceutical, chemicals, and management consulting. No...
The worst part about being wrong in public is having an audience. Yesterday marked the eight-and-a-half year point since my heart attack. I celebrated with a six mile run. Instead of hiding my car keys under the bumper like I always do, I stuck them in the pouch of my MP3 case. I was back [...] Read...
This post is the first in a series that may make you rethink everything you think you know about Patient Experience Management. Last week I checked in to a hotel for three days; seventy-two hours. I was at the hotel for an event that required ninety minutes; one-and-half hours. A few weeks prior to my...
The headline for a recently published McKinsey survey stated “Ninety percent of hospital CEOs ranked Patient Experience Management (PEM) as their first or second priority over the next three years. Buried deep within the article was a throw away statement that little will be done regarding PEM because...
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EHR: How difficult without the correct strategy
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Healthcare IT: How good is your strategy?
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Wed, May 4 2011
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Filed under: Rants & Musings, CEM, patient relationship management, patients, CRM, PEM, Patient Equity Management, Hospital, Patient Experience Management, Who's Running the Show?
Here’s a link to my deck on the above. I’d like to read your thoughts.
http://www.slideshare.net/paulroemer/good-CEM-deck Read More...
Counting me, there were six of us; college spies. Maybe that is a grammatical error; we were spies who happened to be in college. Well, maybe that’s a half-truth. We were co-op students with rather high security clearances, working at a place in the DC area which made the type of things of which Nancy...