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There are many intangibles that make up an excellent patient experience. Often times it starts with the parking lot – like are there actually enough spaces in the garage to park? It seems simple, but it can go a very long way in healthcare service excellence.
This is something we should all be striving to improve in our field
Stepping away from the clinical aspects and the doctor-patient relationship, our guest this week on the Healthcare Experience Matters Podcast is author Peter C. Yesawich, PhD. He shares ideas for improving patient experience outside of the clinic, focusing on customer service excellence.
This also includes addressing pain points, such as a lack of transparency regarding the actual costs of patient care, which are crucial steps toward improving service delivery.
Peter is the co-author, alongside Stowe Shoemaker, PhD, of the 2023 book Hospitable Healthcare: Just What the Patient Ordered!
