Monthly Archives: February 2018

  • Like Politics, The Patient Experience is Local

    “All politics are local.” This saying is often used to reinforce community participation and civic activism. The same is true for the patient experience.  It’s all local. It is where the patient is; it is the patient’s mind and body; it is in the patient’s line of sight and field of interest, and it is everything

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  • Health and Healthcare in India

    My recent trip to India was not my first one. In 2002, I went to Delhi and was driven to Agra to see the Taj Mahal.  Every other trip has been to Mumbai. My husband Dallas Smith has been to India so many times that he can no longer remember how many. Despite this, we

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  • Patient experience

    Is The Patient Experience A Goal or An Organizational Strategy?

    Members of Beryl Institute’s PX Connect Community recently shared that some patient experience directors are being asked to solve problems coming from patient complaints. While I understand how this happens, I think the questions to ask are what can healthcare organizations learn from “complaints” and are they “fixing problems” or strategically improving the patient experience?

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