How Organizations Are Improving Patient Experience

The urgent care network's CEO was direct: "𝘞𝘦 𝘯𝘦𝘦𝘥 𝘵𝘰 𝘳𝘦𝘥𝘶𝘤𝘦 𝘤𝘰𝘴𝘵𝘴 𝘣𝘺 15% 𝘵𝘰 𝘴𝘶𝘳𝘷𝘪𝘷𝘦 𝘵𝘩𝘦 𝘮𝘢𝘳𝘬𝘦𝘵 𝘤𝘰𝘯𝘴𝘰𝘭𝘪𝘥𝘢𝘵𝘪𝘰𝘯, 𝘣𝘶𝘵 𝘸𝘦 𝘤𝘢𝘯'𝘵 𝘤𝘰𝘮𝘱𝘳𝘰𝘮𝘪𝘴𝘦 𝘱𝘢𝘵𝘪𝘦𝘯𝘵 𝘤𝘢𝘳𝘦." We recognized an opportunity to fundamentally rethink the organization's operating model through a technology-enabled transformation. 𝗧𝗵𝗲 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: 𝗠𝘂𝗹𝘁𝗶-𝗗𝗶𝗺𝗲𝗻𝘀𝗶𝗼𝗻𝗮𝗹 𝗣𝗿𝗲𝘀𝘀𝘂𝗿𝗲  - Reimbursement compression from payers  - Increasing competition from retail healthcare providers  - Rising patient expectations for digital experiences The traditional approach would have been incremental: trim staff, reduce supply costs, chase marginal efficiencies to achieve an 𝟴-𝟭𝟬% 𝗰𝗼𝘀𝘁 𝗿𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻 while degrading patient experience. 𝗧𝗵𝗲 𝗕𝗿𝗲𝗮𝗸𝘁𝗵𝗿𝗼𝘂𝗴𝗵: 𝗗𝗮𝘁𝗮-𝗗𝗿𝗶𝘃𝗲𝗻 𝗖𝗮𝗿𝗲 𝗥𝗲𝗱𝗲𝘀𝗶𝗴𝗻 We built a digital transformation strategy around three core capabilities: 𝟭. 𝗣𝗿𝗲𝗱𝗶𝗰𝘁𝗶𝘃𝗲 𝗣𝗮𝘁𝗶𝗲𝗻𝘁 𝗙𝗹𝗼𝘄 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻 We analyzed three years of visit data and created an AI-driven staffing model that predicted patient volume with 94% accuracy at hourly intervals. This allowed precise staffing aligned to actual demand rather than static scheduling. Impact: 18% reduction in labor costs while reducing average wait times by 12 minutes. 𝟮. 𝗩𝗶𝗿𝘁𝘂𝗮𝗹-𝗙𝗶𝗿𝘀𝘁 𝗖𝗮𝗿𝗲 𝗣𝗮𝘁𝗵𝘄𝗮𝘆𝘀 Rather than viewing telemedicine as a separate offering, we redesigned the entire care delivery model around a virtual-first architecture. Patients began with an AI-triaged digital intake, followed by a virtual provider assessment, and only then proceeded to in-person care if clinically necessary. Impact: 41% of cases were resolved without in-person visits, reducing facility costs while increasing patient satisfaction scores by 9 points. 𝟯. 𝗨𝗻𝗶𝗳𝗶𝗲𝗱 𝗖𝗹𝗶𝗻𝗶𝗰𝗮𝗹 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺 We consolidated fragmented clinical and operational data into a unified platform, giving providers real-time decision support integrated into their workflow rather than requiring separate analysis. Impact: 17% reduction in unnecessary tests and procedures, 28% decrease in prescription costs through more precise medication management. 𝗧𝗵𝗲 𝗥𝗲𝘀𝘂𝗹𝘁𝘀: 𝗕𝗲𝘆𝗼𝗻𝗱 𝗖𝗼𝘀𝘁 𝗥𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻 The combined impact exceeded all expectations:  - 23% reduction in total care delivery costs  - Patient satisfaction improvement from 72nd to 89th percentile  - Clinical quality metrics improvement across 7 of 8 key measures  - Provider satisfaction scores increased by 14 points Rather than merely surviving market pressures, they established a new care delivery model that attracted acquisition interest at a multiple 2.4x higher than the industry average. 𝘋𝘪𝘴𝘤𝘭𝘢𝘪𝘮𝘦𝘳: 𝘝𝘪𝘦𝘸𝘴 𝘦𝘹𝘱𝘳𝘦𝘴𝘴𝘦𝘥 𝘢𝘳𝘦 𝘮𝘺 𝘰𝘸𝘯 𝘢𝘯𝘥 𝘥𝘰𝘯'𝘵 𝘳𝘦𝘱𝘳𝘦𝘴𝘦𝘯𝘵 𝘵𝘩𝘰𝘴𝘦 𝘰𝘧 𝘮𝘺 𝘤𝘶𝘳𝘳𝘦𝘯𝘵 𝘰𝘳 𝘱𝘢𝘴𝘵 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘳𝘴.

🚑 They thought they needed more staff. Turns out—they just needed a better system. When a healthcare organization I worked with faced 2+ hour wait times in their outpatient clinics, the first assumption was: "We’re understaffed." But after mapping the patient journey, we found the real culprits: • Delays in paperwork handoffs • Inefficient room turnover • Communication gaps between departments 💡 Instead of hiring more people, we streamlined workflows using simple Lean tools. ✅ Redundant steps were eliminated. ✅ Handoffs became smooth and reliable. ✅ Staff had the information they needed—before the delays happened. 🎯 The results? • 30% reduction in wait times within three months • 20% increase in patient satisfaction • Lower stress and higher productivity among staff 👉 Lesson learned: Operational excellence isn’t about working harder. It’s about designing systems that work better. 💬 Where in your organization could a smarter process—not more people—make the biggest difference? Share your thoughts in the comments! #HealthcareExcellence #OperationalExcellence #LeanHealthcare #ProcessImprovement #PatientExperience #HealthcareLeadership #HealthcareOperations #WorkflowOptimization #ContinuousImprovement #TheQualityCoachingCompany #JarvisGray

A 1% bump in patient loyalty (patients sticking with one health system for most of their care) could mean $40 million in extra revenue for a $2B system. 👀 But here’s the kicker—most systems don’t even come close to capturing that kind of loyalty. Patients are bouncing between providers or skipping care altogether. So, what helps? ACCESS. And not just any access—smart, streamlined, patient-friendly access. One health system tackled this head-on by: ✅ Rolling out self-scheduling for new and returning patients ✅ Simplifying scheduling logic (no more 10-question rabbit holes) ✅ Making real-time referrals at check-out—yes, scheduling with the specialist before the patient leaves The results? Lower no-show rates, higher visit volumes, and better use of available appointments. The takeaway: Improving patient access isn’t about fixing everything at once. It’s about starting with 2–3 impactful changes that make it easier for patients to say yes to care—and stick with your system. This is how loyalty is built.

How do we make care feel personal? Amazing? The answer is hiding in the service manuals of the Four Seasons. Hotels and care organizations share fundamental challenges, yet the experience feels worlds apart. Why? The satisfaction gap is enormous. Healthcare consistently lags behind luxury hotels, and it's not just about plush towels. It's about systems, training, and culture that healthcare desperately needs to adopt. 5 critical lessons from hospitality that can transform care: 1. First impressions create lasting trust Hotels invest heavily in arrival experiences because they understand the neurological impact of first moments. A well-designed entrance with intuitive wayfinding significantly reduces stress compared to clinical environments that feel institutional. 2. Personalization can scale with the right systems Leading hotels build comprehensive preference profiles that follow you everywhere. Staff know your preferences without asking. The system remembers so humans can focus on connection. Forward-thinking healthcare organizations now create unified patient profiles capturing communication styles and needs—all integrated into their EHR. 3. Cross-training breaks down silos Luxury hotels train staff across multiple roles. One person can handle multiple needs without transferring you around. This isn't just efficiency. It's dignity through fewer handoffs. 4. Service recovery builds deeper loyalty than perfection When something goes wrong, exceptional recovery creates stronger bonds than if nothing had gone wrong at all. Hotels have mastered this "service recovery paradox" through the HEART method: • Hear without interruption • Empathize genuinely • Apologize sincerely • Resolve completely • Thank for feedback 5. Frontline empowerment is the secret ingredient The Ritz-Carlton's famous $2,000 rule allows any staff member to spend that amount solving a guest issue without approval. No committees. No supervisors. Just immediate action. When staff feel ownership instead of mere accountability, everything transforms. Organizations implementing these principles see satisfaction scores climb and clinical outcomes improve. These improvements don't require massive investments—just leadership that values experience as deeply as clinical outcomes. The healthcare organizations embracing these lessons fastest will build the most loyal client base, attract the best talent, and deliver superior outcomes. The future of care isn't just about medical innovation. It's about bringing hospitality's human touch to an industry that desperately needs it.

Legacy systems block healthcare innovation. Resources & Time - both are wasted! Samaritan Health Services was in a similar situation. But they saw the need for change. And chose to update their tech. Why? Because their old systems drained money. They slowed down critical patient care. Scott Morris, former AVP of IS Infrastructure, once noted: “Running our data center was a challenge. It distracted from our healthcare focus.” So, what was their bold step? - They switched to Microsoft Azure. - This move boosted their operations. Here's what they did: 1️⃣ First, they migrated their Epic EHR system to Microsoft Azure, using AKS, Azure VMs, and Azure SQL Database to enhance data accessibility and support real-time clinical decision-making. 2️⃣ Next, they implemented a cloud-first disaster recovery system, via Azure Site Recovery, replicating critical workloads for continuous uptime and robust data protection during peak demand. 3️⃣ Azure’s scalable infrastructure allowed for a 20% faster response time and a 10-point system performance increase, optimizing patient interactions and provider efficiency. 4️⃣ Then, they prepared for future AI tools like Nuance DAX, integrating Azure Cognitive Services and Teams to enhance clinical documentation and patient interactions with speech-to-text AI. 5️⃣ Lastly, automated workflows and advanced analytics through Azure Logic Apps and Synapse Analytics are now helping healthcare professionals make data-driven decisions, empowering better patient outcomes. The result? 30% faster response times, improved patient experience, and more efficient workflows. Bottom line? By partnering with experts, Samaritan Health Services not only improved its IT performance but also positioned itself for future growth. This transformation set a benchmark for agile, efficient healthcare, inspiring other providers to modernize. #AI #CaseStudy #Simform #GenAI #Microsoft _ PS. Visit my profile, Hiren, & subscribe to my weekly newsletter: - Get product engineering insights. - Catch up on the latest software trends. - Discover successful development strategies.

Your problem is to bridge the gap you don’t see It’s between now and the goal to reach. Have you ever felt overwhelmed by inefficiencies in your practice? I recently worked with a local chiropractor who faced this exact challenge We turned things around remarkably, and this is how we did it ↓ Dr. Williams was struggling with: → High patient wait times → Inefficient administrative processes The bottleneck was primarily in the patient intake process Our mission was to reduce frustration for both staff and patients. I introduced Dr. Williams to my network of professionals They integrated a digital intake system to streamline the process. This system allowed patients to fill out necessary forms online before their appointments. He also conducted training sessions for the staff to ensure a smooth transition and optimal use of the new system. The results were astounding. The new system reduced patient wait times by 50% The new system led to a significant increase in patient satisfaction. The streamlined operations led to a 20% rise in new patient referrals The happy patients shared their positive experiences with others. Dr. Williams was now focusing exclusively on his practice He was not the middleman anymore. Delegation helped him to: → Plan for his finances → Create competitive executive bonus plans → Review the benefits package for his staff The moral here is you can’t be everywhere. Asking for help is your superpower. This experience reinforced a crucial lesson: Embracing technology can significantly improve operational efficiency and patient experience. You can address inefficiencies head-on and leverage modern solutions Private clinicians can enhance their practice and better serve their patients. Have you implemented any technology solutions in your practice? Share your experiences in the comments below Let’s learn from each other and continue to improve patient care!

In 2024, the integration of artificial intelligence (AI) in healthcare is significantly transforming the patient journey by enhancing efficiency, personalizing care, and improving overall patient engagement. Here are the key ways AI is evolving the patient journey: 1. Enhanced Patient Identification and Engagement AI is revolutionizing patient identification by leveraging algorithms to process vast amounts of unstructured data, such as symptom descriptions and doctor’s notes. Virtual assistants and AI-driven chatbots offer a natural, conversational way to answer questions, assess risk factors, and provide information about conditions and treatment options. 2. Personalized Treatment Plans AI is playing a crucial role in tailoring treatment plans to individual patient needs. By analyzing vast datasets, AI can consider factors such as genetics, lifestyle, and environmental influences to develop personalized healthcare strategies. 3. Improved Onboarding and Medication Adherence AI-powered tools are enhancing the onboarding process for new treatments by providing personalized support and information. Virtual assistants analyze medical histories and preferences to offer tailored onboarding experiences, ensuring patients understand their treatment plans and are more likely to adhere to them. 4. Reduction of Administrative Burdens AI is expected to significantly reduce administrative burdens in healthcare, allowing clinicians to focus more on patient care. By automating routine tasks and improving clinical workflows, AI technologies enhance efficiency and employee satisfaction. 5. Generative AI and Ethical AI Use Generative AI is becoming more prevalent, with applications ranging from improving patient handoffs to enhancing information sharing. Healthcare organizations are investing in IT infrastructure to support the ethical use of AI, ensuring data privacy and patient safety. 6. AI-Driven Insights and Decision Support AI is providing new insights by analyzing diverse sources of data, such as medical images, clinical reports, and patient interviews. This capability allows for more accurate and safe medical decision-making. AI-driven solutions are enhancing clinical documentation, improving doctor-patient interactions, and leading to better health outcomes. 7. Virtual Health Assistants and Real-Time Support AI-powered virtual health assistants are becoming integral to patient care, offering 24/7 support and real-time medical advice. These assistants help manage over 85% of customer interactions in healthcare Conclusion The AI-driven patient journey is marked by increased personalization, improved efficiency, and enhanced patient engagement. AI technologies are providing precise patient identification, personalized treatment plans, and continuous support throughout the treatment journey #GENERATIVEAI #DIAGNOSTICS #PERSONALIZEDTREATMENT #MEDICATIONADHERENCE Source : SVB Bank Disclaimer: The opnions are mine and not employer's

Developing Your Talk Trigger: The Key to Patient Conversations Imagine this: "Would you like a fresh chocolate chip cookie?" This simple question, asked at check-in at the Double Tree by Hilton, isn't just about cookies. It's about creating a memorable experience. Warm chocolate chip cookies symbolize hospitality, something we love to share with friends. 🍪 *A Symbol of Hospitality* 🍪 We've taken this concept and applied it to the healthcare sector. We collaborated with a doctor to transform "concierge" into a powerful talk trigger. How? By greeting every patient on the day of their surgery right in the parking lot. 🏥 *Introducing the "Care Coordinator"* 🏥 A care coordinator meets patients at their reserved parking spaces. This simple yet impactful gesture costs virtually nothing - the doctor already owns the parking spaces. The coordinator, communicating in advance with the patient, ensures a smooth and personalized arrival experience. 🚗 *Cost-Effective, Yet Priceless* 🚗 This initiative requires minimal resources but creates a lasting positive impression. Patients leave with a story they'll share with friends and family, amplifying the impact of this small act of thoughtfulness. 💡 *Small Gestures, Big Impact* 💡 This is more than a service; it's a talk trigger. A tool to spark conversations and leave a lasting impression. What's your talk trigger? #HealthcareInnovation #PatientExperience #TalkTrigger #CustomerServiceExcellence

Innovation in Healthcare: When Simple Ideas Make a Big Difference Recently, I experienced a moment of unexpected efficiency in healthcare that showcased the power of innovative thinking in improving patient experience. The Original Scenario: - 4 CT scans ordered by 2 different doctors - Originally scheduled for 5.5 hours - A mix of contrast and non-contrast scans The Innovation: A staff member had a simple yet brilliant idea - combine all scans into one session. Total time reduced to just 75 minutes, one-time setup and IV placement, all scans completed with a single lie-down, technicians efficiently adjusted the machine around me. This experience highlighted several key points about innovation in healthcare: - Small changes can have significant impacts on patient experience and operational efficiency. - Empowering frontline staff to suggest and implement improvements can lead to valuable innovations. - Cross-departmental communication and coordination are crucial for optimizing patient care. - Patient-centric thinking can drive process improvements that benefit both patients and healthcare providers. - Innovation doesn't always require high-tech solutions; sometimes, it's about rethinking existing processes. As we continue to face challenges in healthcare delivery, it's crucial to foster a culture of innovation at all levels. This experience demonstrates that even in routine procedures, there's room for improvement and efficiency gains. #HealthcareInnovation #PatientExperience #ProcessImprovement #HealthcareEfficiency

𝗦𝗺𝗮𝗿𝘁 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗳𝗼𝗰𝘂𝘀 𝗼𝗻 𝙚𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚𝙨, 𝗻𝗼𝘁 𝗷𝘂𝘀𝘁 𝗳𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝘀. A healthcare support company I worked with learned this the hard way. The company supported families with a consumer support product that simplified a complex healthcare process. Their business started by focusing on 𝘵𝘢𝘴𝘬𝘴: ➡ Helping patients schedule appointments. ➡ Explaining lab reports. ➡ Booking surgeries. Their team would jump on a Zoom call with a patient and their family and would get straight to questions like: ❓  What do you need today? ❓  What appointment are we working on? ❓  When's your next visit? Once those types of questions were answered, it was a ‘thank you’ and hang up. There was a problem. Many consumers thought, “Why pay someone to do what I can do myself?” The company was stuck. They were so focused on the tasks that they lost sight of their bigger why. Their real mission wasn’t scheduling appointments—it was helping patients and families navigate some of the hardest moments of their lives with grace, dignity, and support. The company was struggling to grow because they were missing a critical piece: an experience. So they pivoted. Instead of focusing on what they did, we made the bigger why come through loud and clear in every interaction. Instead of asking patients, “What do you need today?” They began asking: - How are you feeling—emotionally as well as physically? - What support does your family need? - What’s been weighing on your mind the most lately? On calls with doctors, instead of just telling them, “We’ve got Mrs Smith scheduled next Tuesday at 3pm” They asked: - What can we do to ensure Mrs. Smith arrives fully prepared for her appointment? Doctors started sharing simple insights, like, “She always forgets her medication list,” or “She never brings her insurance card.” The company took this feedback to create a seamless, supportive patient-doctor experience. And the results? ✅ Patients stayed on the phone longer and opened up. ✅ Word-of-mouth referrals increased. ✅ Doctors felt supported and became advocates. By stepping back and centering their why, the company stopped being a box-checking service and became a trusted partner in healthcare journeys. So ask yourself: Does your business just check boxes, or does it create experiences that matter? Let me know in the comments. --- P.S. If you liked this post, you'll love my 2-minute newsletter, link in my profile > @michaelburcham