Perspectives on the Acute Care Continuum

The Acute Care Continuum is the integration of urgent, emergent, inpatient and post-discharge care of patients with acute medical conditions.

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Urgent care clinics face a unique set of challenges when it comes to fostering loyalty and patient satisfaction. Here's how one clinic is using technology to gain valuable feedback and improve service recovery.
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3/20/2017 1:28:15 PM | 3 comments

In a busy emergency department, patients can feel lost in the shuffle. No wonder patients admitted from the ED tend to score the hospital low on patient satisfaction surveys. But even after a negative experience, it’s still possible to win back patients’ loyalty. The trick is to respond quickly and with genuine compassion. Read More...
2/27/2017 2:56:37 PM | 0 comments

For acute care providers, saving lives is all in a day’s work. You do your best. You hand the patient off or discharge them. You rarely hear the outcome.
 
But once in a while, you do. Emergency physician Kendrick Johnson, MD, was surprised when a former patient, Dennis Ow, reached out to him almost a year later. Today on Perspectives, both share the heartwarming story of their reunion — and the lessons they learned about gratitude. Read More...
2/13/2017 11:55:39 AM | 11 comments

Satisfying ED patients has become a do or die mission for hospitals. And in the digital age, a little goodwill can spread at the speed of light. In today's post, one satisfied patient talks about the experiences that prompted her to write a positive Facebook post that ultimately went viral. Read More...
1/4/2017 5:55:49 PM | 4 comments

Four years into healthcare reform, change fatigue is pretty common among healthcare providers. We're overwhelmed with metrics and mandates. We're held responsible for patient outcomes we sometimes feel helpless to control.

On top of it all, we're expected to provide excellent customer service. The patient experience piece often draws resistance from change-weary providers. After all, they're providing excellent clinical care. Isn't that enough?

As a practicing emergency physician, I definitely have empathy for this viewpoint. But recently, a colleague told me a story that really drives home the link between patient experience and outcomes.

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1/2/2017 6:30:59 PM | 5 comments
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