Aug 02

Improving Patient Wait Times: Vital to Patient Satisfaction

Healthcare Leaders Thought Leaders Innovation Digital Solutions IT solutions Vendor Partners healthcare innovation healthcare IT vendors Hospitals Healthcare Vendors Patient Experience Patient Wait Times Vendor Selection Process Improvement Customer Experience Patient Satisfaction

Living in a World of Convenience

As a society, we value convenience now more than ever with on demand services, such as Uber, Lyft, and Amazon Prime, soaring in popularity. Therefore, it’s not surprising that people do not like to spend their valuable time in a physician’s waiting room. I go to great lengths to avoid these long waits - I read online reviews to find the most efficient offices, utilize virtual care, or make my appointments at odd times to avoid peak hours.

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Aug 10

Always Give a Good Show: How Disney's principles can shape the Patient Experience

Best Practices User Experience Patient Experience Disney Process Improvement Customer Experience Design Thinking UX

Learning from the master of magic, Walt Disney, to shape the ultimate patient experience.

Patient experience is consistently a hot topic in Lucro - on both the provider and vendor sides of the house. Summertime brings to mind many happy vacations, which in my family meant a trip to Walt Disney World - filled with magical meetings with princesses and soaring castles.

After clearing the pixie dust from my eyes, I realized (<insert headsmack here>) THIS IS ALL CUSTOMER EXPERIENCE. This is evident in everything that Disney does in their theme parks. Attendees are guests - named so that every employee is reminded to treat their customers as they would a guest in their own home. Employees are cast members, so they keep top of mind that their job is to play a role in their guests’ vacation story. There are no afterthoughts; everything is placed with intent and a spoonful of magic.

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