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Appreciation: A catalyst for patient experience success

November 20th, 2014

by Jason A. Wolf

We can never be quite sure when those "ah-ha" moments come in life, but I think we can agree they're powerful.

I had one just this week during a visit to the physician's office where a scheduled appointment was significantly delayed. While these are frustrating, albeit often expected situations these days, the nurse proactively offered a sincere and direct, "Thank you for your patience," and explained they were backed up that morning and were very sorry for the delay.

What jumped out at me in this exchange was not so much the explanation, but rather the appreciation, in this case via a simple, personal and direct thank you. Now this may not be the typical means by which you consider appreciation is expressed, but what I found in the exchange was a recognition of my situation, an acknowledgement of the issue and an active means to address it to the extent she could -- all grounded in the simple construct of a thank you.

=> Read more!

How hospitals handle mHealth security

November 20th, 2014

By Katie Dvorak

Mobile devices and apps increasingly are being used in healthcare settings, and with that comes greater risk to the security of patient information.

To that end, hospitals and healthcare organizations are implementing a variety of systems and safeguards to ward off hackers and ensure the privacy of patient data.

"My team is constantly looking at 'what are the new threats?' and 'what's going on out there?'" Cris Ewell, chief information security officer at Seattle Children's Hospital, recently told FierceMobileHealthcare.

Being proactive and having a risk-based strategy are some of the most important things a healthcare organization can do when it comes to mHealth, Ewell added.

Despite the growth of mobile technology use in healthcare, studies have found that securing such devices lags.

For instance, only slightly more than half of healthcare employees (59 percent) are using full-disk encryption or file-level encryption on mHealth computing devices used at work, according to a recent Forrester research report.

Ewell and two other health IT leaders--Joseph Kvedar, director of the Partners HealthCare Center For Connected Health in Boston, and Rick Follett, CIO at Good Samaritan Health System in Lebanon, Pennsylvania--recently spoke to FierceMobileHealthcare about their mHealth security efforts, their greatest worries about the technologies and advice they would give to others in their position.

>> Read the special report here

Modeling behavior to improve care

November 13th, 2014

by Thomas Dahlborg

Being the dad of Miss Maine USA 2014 still feels brand new, even as my daughter Samantha winds her way through the final few weeks of her reign.

In this role, Sammy had amazing opportunities to support such worthy causes as the Muscular Dystrophy Association, Camp Sunshine, Maine Women's Fund and so many others as she learned, grew and blossomed over this past year.

During this time she opted to create and follow a course which leads to the modeling industry. And this is where I rediscovered the importance of Swanson's Caring Model to achieving optimal outcomes:

=> Read more!

Ebola: Fear, not facts, drives frenzy

November 13th, 2014

by Jonathan H. Burroughs

"The world is a tragedy to those who feel and a comedy to those who think." -- Horace Walpole

There are times in history when feelings and emotions transcend reason and the outbreak of more than 13,000 active cases with 4,950 mortalities from the Ebola virus in Western Africa (as of November 7, 2014) is a case in point.

Although the West African outbreak is a significant public health issue that demands international resources and support to contain and manage, the incidence of active Ebola cases and deaths outside of Africa is infinitesimally small with only four laboratory confirmed cases, one death in the United States and one laboratory confirmed case, and zero deaths in Spain.

Despite the extremely low risk of transmission of the virus outside of Western Africa (due to low viral loads from the rare exposure to someone without advanced disease), President Barack Obama requested more than $6.2 billion from Congress in emergency funds that would include establishing 50 Ebola treatment centers throughout the country to prepare for a potential epidemic of Ebola cases that will probably never occur. Twenty percent of Americans currently live in fear they will contract Ebola and some politicians reinforce these fears through advocating strict quarantines for everyone traveling from Western Africa whether they are symptomatic or not.

=> Read more!

Leading by example: Patient experience the Cleveland Clinic way

November 13th, 2014

By Ilene MacDonald

Five years ago the world-renowned Cleveland Clinic boasted some of the best clinical outcomes in the country, but also the lowest patient satisfaction scores of all hospitals surveyed by the Centers for Medicare & Medicaid Services.

Today its patient satisfaction scores are among the highest in the nation--an achievement based on the organization's strategic decision to transform its culture and put the patient at the center of its mission and vision.

In an exclusive interview with FierceHealthcare, James Merlino, M.D., chief experience officer and author of the soon-to-be-released book, "Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way," discussed his own personal story that led to his patient experience philosophy as well as the strategies and methods Cleveland Clinic implemented to become a leader in patient satisfaction.

>> Read the full interview here

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