Every week, our organization receives an average of 8,000 patient comments. Most of them describe a range of experiences and journeys: anxiety, pain, and worry, but also respect, comfort, and ...

Twenty minutes lost to a balky booking system, and the staff already knew. Two questions every leader should ask to find the friction in patient and customer experience.

Patient experience leader Jennifer Carron explains why healthcare lags in customer experience and how real-time feedback is changing the game. Jennifer Carron, patient experience officer for BJC ...

Throughout my medical training and then practicing as an intensivist, my entire identity as a physician was rooted in being at the bedside. Healing, I believed, required proximity; only by being ...

Hospitals and health systems, especially larger ones, are using AI in myriad new ways – including leveraging it for improved patient experience, and for better patient engagement with the goal of ...

Some patients become advocates because everything went right: the diagnosis was made early, the surgery went well, the cancer-driving mutation was found and communicated to other family members, ...