A journey is more about an ending; it is about the touch points along the way. Each person in Rochester is a potential touch point for a person receiving care at Mayo. This they seem to know, feel pride in, and respond to. Everyone is potentially involved in making Mayo a Destination Medical Center, and it gets to the local everyday touch points that can result in a moment of potential frustration turning into a moment of respite, and making the patient experience integrated across the community.
Read MoreExperience design is a growing concept in business and other areas of work. It is more of a concept than a field. In this webinar, I discuss how sociology and experience design can come together to explore and design the experience ecosystem.
Read MoreAbout a month ago, Cailin cut her leg open while playing around a scrap metal pile. Why she was playing around a scrap metal pile is a different story. But the focus of this Experience Review is her patient experience at Emerson Hospital in Concord, MA. Hear how television channel in the waiting room can have a major impact, how a hospital smelled like a hospital, and small tokens of generosity can go a long way in making patients feel better.
Read More