Posts Tagged ‘la experiencia del Paciente’


Staff happiness represents only one piece of a very complex process.

Thomas Jefferson enshrined in this country’s civil religion the “pursuit of happiness” as an unalienable right. But if a medical practice’s staff is successful in that pursuit, does it translate into happy patients?

In a 2009 Harvard Business Review article, Rosa Chun, a professor of business ethics and corporate social responsibility, and Gary Davies, a professor of corporate reputation at Manchester Business School in the United Kingdom, wrote a brief article disputing the conventional wisdom that happy employees yield happy customers. Their study, they say, found no correlation between employee satisfaction and service. But others are skeptical—very skeptical.

Not surprisingly, those on both sides of the issue can point to research to support their position.

“There’s a long line of research that shows that being happy—to the extent that one takes care of personal needs only—doesn’t translate to good customer or patient care,” says Billie Blair, PhD, president/CE of Change Strategies, Inc., and the author of All The Moving Parts (Puzzles Press, 2007).



Read Full Post »


I had a WOW experience yesterday when I accompanied my wife to interview a new doctor for her.   As some reader may know she is being seen by specialists At MD Anderson Medical Center in Houston for Stage IV lung cancer.   She has not had a local oncologist for the past 6 years…but she does now.   And we both love this guy!
You need to understand that I have been very underwhelmed by the local oncologists I had met up till now.   I am sure they were clinically proficient…but as a group not a one could muster a smile….or any sense of interest or curiosity in my wife’s medical condition.  I held out little hope that this new doctor would be any different.


Read Full Post »

The Helthcare Design Magazine  – Posted by Jennifer Kovacs, Managing Editor

The Beryl Institute recently released its study The State of Patient Experience in American Hospitals, the purpose of which was to “gather information about what American hospitals are actually doing to improve the patient experience.”

It yielded some interesting findings overall, and offered a glimpse at how we as an industry may potentially be looked to to help address the overall quest to improve the patient experience.

The 790 respondents from 660 different organizations over all 50 states and the District of Columbia were asked 33 questions in an online survey. They represented both individual hospitals and health groups/systems from rural, urban, and suburban locales.

Read Full Post »


Hospitals are becoming increasingly frustrated — and wasting money — trying to hit the wrong target

Over the past 20 years or so, healthcare organizations have realized that providing exemplary medical care isn’t enough to engage customers. From a patient’s perspective, excellent medical care is the least a healthcare organization can provide. Many hospitals recognize this and have broadened their focus to encompass “the patient experience.”

Patients want their money’s worth. But obtaining healthcare is much more than a financial transaction.


Read Full Post »

Christine Guzzo Vickery

We are all patients at one time or another. We all have the experience of going to a healthcare facility—whether a community clinic, hospital or outpatient center. And while we don’t necessarily have the opportunity to design the facilities we visit, we do have the opportunity to reflect on our experience as patients.

What was your impression the last time you went to a doctor’s office? How did the environment contribute to your sense of well-being?

As I’ve previously mentioned, research is an important component of any design decision.

In preparation for a recent client presentation, our staff researcher Kara Freihoefer and I conducted an e-mail survey within our client base. The 50 percent response rate included multiple generations and demographics.  

The survey covered a series of questions, from the specific (Circle the range of minutes that you consider as a long wait in the waiting room) to more the open-ended (Describe characteristics of your ideal waiting room?)


Read Full Post »