Entries by Insight PSS

How Can Clinicians Teach, Learn Provider Empathy, Compassion?

  Grounding provider empathy training in genuine feedback will help drive compassionate care.   In healthcare, it might be time to reconsider how to think about empathy. As more industry experts underscore the importance of compassionate care, developing new ways to train, and therefore look at, provider empathy will be key.   Data shows that […]

When Good Customer Experience Surveys Turn Bad.

  Is there such a thing as a ‘bad’ Patient Experience Survey?   You betcha! Over the years, I’ve seen the good, the bad and the simply appalling.   Not too long ago, I had a minor surgical eye procedure which entailed multiple preliminary visits for scans and consultation, followed by a rather scary operation […]

Do satisfied patients and engaged staff impact on healthcare business profits?

Well, according to an article recently published in Harvard Business Review, it would seem that they do… and very much to the positive.   https://hbr.org/2019/05/when-patient-experience-and-employee-engagement-both-improve-hospitals-ratings-and-profits-climb   When Patient Experience and Employee Engagement Both Improve, Hospitals’ Ratings and Profits Climb Health care executives know that patient experience and workforce engagement are intertwined, but few providers integrate […]

Medical Services Consumers – What Matters Most to them?

  I had the opportunity to deliver a presentation at #Cosmedicon2019 in the “Business of Beauty” workshop.   The paper discusses what defines “The Patient Experience” and looks at data from a recent international survey by the Beryl Institute: “Consumer Perspectives on Patient Experience”.   To get the ball rolling, I posed three questions to […]

What Aesthetic Procedures and Treatments are Trending Right Now?

  RealSelf is a leading online marketplace for consumers to research cosmetic treatments and physicians. The RealSelf 2018 Aesthetics Trend Report was compiled by analysing user behaviour trends from U.S. consumers researching on RealSelf during 2018.   Trend Overview. “While we continue to see high interest for surgical procedures, advancements in technology have expanded minimally […]

Exciting New Feature – Adding Photos to Patient Feedback Surveys

We’re delighted to bring you news about an exciting new feature available on our Patient Experience Feedback Programs. When your patients just can’t find the words to express how over the moon they are about their results, now they can actually show you. The brand new “Photo Upload Facility” allows patients to attach a picture […]

2018 Patient Experience Consumer Study

(Just released by The Beryl Institute) Healthcare professionals have taken major steps to understand, measure, and improve the Patient & Family Experience. But do consumers really care about this? The Beryl Institute’s inaugural consumer study explores consumers’ viewpoint on healthcare and the patient experience and how this fits into their broader set of expectations around […]