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There was a meeting last week of the scions of the Philadelphia business community. The business leaders began to arrive at the suburban enclave at the appointed hour. The industries they represented included medical devices, automotive, retail, pharmaceutical, chemicals, and management consulting. No...

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...

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...

“Dinner is warm, it’s in the dog.” Let’s see what we can somehow tie this to patients; I couldn’t resist using the title. The phrase came from my friend’s wife. She’d said it to him after he and I came home late from work one night, he having forgotten his promise to call her if [....

The following is my latest post for healthsystem CIO.com. If a patient fell in the woods and nobody heard him, so what? I’ve spent a lot of time trying to understand what a patient is worth to a hospital over a period of let us say five to ten years. Simply put, what is the [...] Read More...

This guest post ties nicely to some of what I have been writing about regarding why I think firms like Apple, Microsoft, and Google will be the real N-HIN, why PHRs will become EMRs on super smart next gen devices. Its author is Austin Merritt of softwareadvice.com. I think the strategic reason for Microsoft’s...

The following is the comment I posted to, Kent Bottles: Is It Really Impossible to Control the Cost of Health Care in the U.S.? Kent, your narrative should be mandatory reading for all those in Washington whose vision of reform stands in stark contrast to the piece. Then, before they are allowed to propose...

Counting me, there were six of us; college spies. Maybe that is a grammatical error; we were spies who happened to be in college. Well, maybe that’s a half-truth. We were co-op students with rather high security clearances, working at a place in the DC area which made the type of things of which Nancy...