May 2011 - EHR: How difficult without the correct strategy

Patient Experience Management: For Adults Only

This post is the first in a series that may make you rethink everything you think you know about Patient Experience Management. Last week I checked in to a hotel for three days; seventy-two hours. I was at the hotel for an event that required ninety minutes; one-and-half hours. A few weeks prior to my...

Published Tue, May 31 2011 5:12 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, patients, CRM, Hospital, Patient Experience Management, Family Experience Management, Who's Running the Show?

Is this today’s evlvoing healthcare strategy?

Did the large provider healthcare model go from making all the ducks better to only making some of the ducks better? Please let me know if the concept depicted below makes sense. Thanks Read More...

Published Fri, May 27 2011 8:32 AM by Healthcare IT: How good is your strategy?

Filed under: Strategy, planning, patients, business model, Hospital, Who's Running the Show?

The Hospital Business Model–a 1 page perspective

Patient Experience Management

Have I mentioned I am an unapologetically type A person, for the most part an off the chart Meyers Briggs INTJ? This morning I awoke feeling no more querulous than usual—that would change rather abruptly. In general, I make it a rule never to learn anything before having my first cup of coffee. Unfortunately...

Published Wed, May 25 2011 2:46 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CRM, PEM, Hospital, Patient Experience Management, Who's Running the Show?

What if there was no Meaningful Use?

On April 16, 1912 there was an article in the Daily Register in Anytown, Nebraska titled “Local Man Drowns.” The article went on to note that a local man was lost at sea. I paused for a moment trying to recall from my high school geography class the name of the ocean bordering Nebraska—there is [......

Published Mon, May 23 2011 8:42 PM by Healthcare IT: How good is your strategy?

Filed under: Strategy, Rants & Musings, planning, EHR, meaningful use, business model, Hospital, ICD-10, Who's Running the Show?

The Business Strategy of Meaningful Use

For those interested in a somewhat irreverent presentation on the business issues of Meaningful Use who won’t be attending the New England HFMA this Tuesday, here is an advanced copy of my presentation http://ow.ly/50etE I’d like to know what you think… Read More...

Published Sun, May 22 2011 1:35 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, EHR, meaningful use, Hospital, incentive payments, Who's Running the Show?

Why isn’t EHR more successful?

Grab a soft-drink—this one is rather long. Please forgive any formatting mistakes–it looked good in Word. I have never been one who thinks hit-and-run critiquing is fair. It is too easy to throw metaphorical tomatoes at an idea with which you disagree. As such, perhaps instead of just being critical...

Published Thu, May 19 2011 12:57 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, Certification, meaningful use, ONC, Hospital, incentive payments, Who's Running the Show?

Disruptive Strategies: a business imperative

When you think about it, companies begin to die the day they are born. Some last longer than others, and some are reborn after they die–think GM. Others may be caught in a death by stagnation spiral. Microsoft may be a good example–has their lack of innovation caught up to them, or is Windows...

Published Mon, May 16 2011 12:49 AM by Healthcare IT: How good is your strategy?

Filed under: Strategy, Rants & Musings, business model, Hospital, Who's Running the Show?

What my daughter taught me about healthcare IT

The other night as I’m sitting on a hard bleacher watching my seven-year-olds baseball practice I noticed the mom sitting next to me looking a little forlorn. Being naturally inquisitive, I asked if everything was okay. “I lost his glove,” she replied. Noticing a glove on her son’s hand, she saw my look...

Published Sun, May 15 2011 11:53 AM by Healthcare IT: How good is your strategy?

Filed under: informatics, Rants & Musings, EHR, meaningful use, Patient Experience Management, Family Experience Management, Who's Running the Show?

Are Customers Running the Asylum?

Below is a response I wrote to a blog on customer experience management. I would love to hear what you think. http://www.ceforprofit.com/2010/08/defining-customer-experience-implications-and-all/comment-page-1/#comment-3111 One thing businesses have been slow to realize is they have lost control of the...

Published Wed, May 11 2011 2:43 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, PEM, Patient Experience Management, Family Experience Management, Who's Running the Show?

Some thoughts on speaking & presenting

I am at the airport; what’s new. I bought a cup of coffee from a cart vendor. The coffee was so bad it must have violated at least one of the laws of physics. The person walking in front of me has just exited the first of two moving walkways. She had not walked it; [...] Read More...

Published Fri, May 06 2011 10:51 AM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings

Hospital Executives: Can you answer these questions?

Been there, done that, got the T-shirt. Every hospital executive who thinks they have their arms around EHR and healthcare reform, take one step forward……whoa, where are you going Sparky? The questions below resulted from a round-table discussion I recently had with six healthcare executives about EHR...

Published Wed, May 04 2011 8:16 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, EHR, reform, meaningful use, Who's Running the Show?

The Patient as Customer

The headline for a recently published McKinsey survey stated “Ninety percent of hospital CEOs ranked Patient Experience Management (PEM) as their first or second priority over the next three years. Buried deep within the article was a throw away statement that little will be done regarding PEM because...

Published Wed, May 04 2011 9:41 AM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CEM, patient relationship management, patients, CRM, PEM, Patient Equity Management, Hospital, Patient Experience Management, Who's Running the Show?

When Patients Rule: Crowdsourcing & S-CRM

The one application of crowdsourcing that is most overlooked is one which hardly fits the definition. This type is not premeditated. It is the type where the “machine” is a means to an end, and it does not originate at the organization. In fact, the organization is the target of this type of crowdsourcing...

Published Mon, May 02 2011 8:01 PM by Healthcare IT: How good is your strategy?

Filed under: Rants & Musings, CRM, Patient Experience Management, S-CRM, Family Experience Management, crowdsourcing

Healthcare IT: A premonition

As I walked through the offices of one of my clients last week I kept passing errant lines of code that had fallen to the floor throughout the hospital. Each time I passed one I retrieved it and dropped it in a folder. Eating lunch in the cafeteria, I laid the lines of code in [...] Read More...

Published Mon, May 02 2011 12:35 PM by Healthcare IT: How good is your strategy?

Filed under: Strategy, planning, consulting, EHR, meaningful use, ACOs, Who's Running the Show?