Apparently, the Patient Experience feedback memo that patients all across America have been sending hasn’t been given a chance to reach all providers. No problem…This blog is meant to share some meaningful patient insights with those of you that haven’t heard this freight train rumbling through the halls of nearly every hospital in America over the past 5 year. The antiquated model of putting business priorities before patient care is both unethical and out of style. You know, out of style, like the leg warmer trend from the 1980’s. Just because customers buy them, doesn’t mean you should offer them!
It’s that time of year again when many parents like me will huddle around the baseball field to watch their kids enter the exciting world of T-ball. The fundamentals of baseball are thrown onto the field by coaches, umpires, and fans in hopes that a few might be absorbed by the unsuspecting children. It’s a significant challenge considering the butterflies, sandcastle material, and funny hats that easily captivate a 5-year-old. But it’s game time! Uniforms are on the kids, their gloves are on their hands (sometimes), a batter is at the plate, and the ball is on the T.
First of all, we would like to say thank you to the entire Kansas City area for your support over the past few years. As an organization, we knew that the best place in the USA to develop a leading healthcare solution was here in KC!
Health Outcomes walks into the hospital and says, “I got a major problem!” Patient Experience stands up, grabs some important data, and says, “I can help!”
Often in life our paths cross moments that highlight truly meaningful things. An example of this took place last week at Heritage Biologics’ volunteer Red Cross Blood Drive, an inspiring and emotional event where our employees gave blood to help patients. We are a rare disease pharmacy that helps patients every day, but somehow this day was a bit different for all of us involved. Our company has been nationally recognized for our innovative, new patient care model and leadership-focused culture. However, the Red Cross Blood Drive exposed who we really are at Heritage Biologics - a group of people committed to "Giving by Example."
The standard "go-to" research tool for many of us is Google. No way around that one, unless you of course venture to "Yahoo it." So in that spirit, Heritage Biologics continues to monitor the critical growth of the Patient Experience movement in the pharmacy space through Google. Patients and Providers turn to the internet frequently to better understand, connect, and improve the healthcare experience.
#1. There is a patient-centered revolution upon us.The story is told many different ways, but the message is the same: “Patients First.”
Noise. Loud noise actually. Isn’t this our new communication norm now that advanced technology rules the day? Cellphones, tablets, laptops, and apps, all combined to provide so much access that it is becoming more and more like white noise. Selective hearing is the skill we attempt to master during our daily face-to-face conversations that occur as we simultaneously wrestle with insignificant text messages to others at the same time. You know, that good old “this person doesn’t care what I’m saying” feeling as the person you’re talking to alternates glances between their phone and your forehead. Ironically, the Patient Experience has suffered for years from this type of congested communication process. Patient’s just haven’t been heard.