Micah Solomon, speaker and advisor to corporations and professional firms on improving customer service and the customer experience, discusses the problem of poor customer service in the healthcare ...

(Quick sidebar for the civilians reading this article: HCAHPS are patient satisfaction scores that some government payments are partially tied to. These scores are based on questions--mostly on ...

Whether from regulatory changes or customer expectations, it seems that healthcare organizations face new pressures every day. To satisfy customers and remain competitive, your organization must be ...

The healing part of this equation, the clinical outcome, is indisputably important. But the hospitality side of the equation, what we call "the patient experience," also matters to patients and to ...

The rise of consumerism in U.S. healthcare has raised expectations for accuracy and effortlessness in customer service, according to a recent survey commissioned by IntelliResponse. The company’s ...

The U.S. healthcare system has taken a dramatic turn in recent years, as patients increasingly bear more costs in the form of higher-deductible plans and bigger co-payments. As a result, hospitals and ...

Col. Jerry Penner III has been commanding Madigan Healthcare System in Tacoma, Wash., for more than two months and has been leading the way in ensuring that Madigan Army Medical Center and its ...

Because medical care is something everyone needs, it can be easy to forget that medical care is a service and patients are customers. But good customer service is just as important in medicine as it ...

Two years after initiating a high-touch customer model to better serve their members, WEA Trust has achieved a 31% reduction in readmission rates, resulting in savings of $1.9 million, as well as a ...

Fox Business Network host John Stossel has a bone to pick with the U.S. healthcare system. The journalist is undergoing treatment for lung cancer at one of the highest-rated hospitals in the country.