Written by: Robin Segbers, VP at Franklin Street While traveling this week, a brand let me down. It wasn’t a major disappointment but just enough to make me think about the conscious and subconscious expectations we have about the brands … read more

  Written by: Anuja Vaidya (Twitter)  Linda C. Lombardi, PhD, chief experience and strategy officer at NYC Health + Hospitals/Bellevue in New York City, discusses the broadening scope of patient experience, the importance of learning from the frontlines and why … read more

Hospitals Take Shot At Opioid Makers Over Cost Of Treating Uninsured For Addiction Written by: Blake Farmer, Nashville Public Radio While thousands of cities and counties have banded together to sue opioid makers and distributors in a federal court, another group … read more

  Written by: Melissa Bailey Dorothy Twigg was living on her own, cooking and walking without help until a dizzy spell landed her in the emergency room. She spent three days confined to a hospital bed, allowed to get up … read more

  Wendy Leebov, Ed.D. Partner & Founder, Language of Caring, LLC Last week, I was waiting at the doctor’s office. Waiting, waiting, waiting. Several times, the receptionist told me, “It won’t be long.” But it seemed excruciatingly long…and the receptionist’s … read more

  Written by: Judith Graham, KHN A month ago, during a visit to her doctor’s office in Sequim, Wash., Sue Christensen fell to her knees in the bathroom when her legs suddenly gave out. The 74-year-old was in an accessible … read more

Written by: Judith Graham By all accounts the woman, in her late 60s, appeared to have severe dementia. She was largely incoherent. Her short-term memory was terrible. She couldn’t focus on questions that medical professionals asked her. But Dr. Malaz … read more

Written by: Peter Do The right mix of search engine optimization and digital advertising can bring more prospective patients to your site. But if your medical website is missing these key elements, your efforts may be wasted. Win more patients … read more

Jill Golde, M.S. Partner & SVP, Market Development, Language of Caring, LLC   Reflect on these situations: It’s 2 am and there’s loud talking at the nurses’ station. Marty realizes she and her coworkers must be disturbing patients. She lowers … read more

  Written by: Judith Graham By all accounts the woman, in her late 60s, appeared to have severe dementia. She was largely incoherent. Her short-term memory was terrible. She couldn’t focus on questions that medical professionals asked her. But Dr. … read more