Author: Mark Behl (page 1 of 2)

Patient Experience Conference 2017

The Patient Experience Conference is a large scale event that offers guests and members the opportunity to come to together with other healthcare professionals to draw in and extend the exchange on enhancing the patient experience. This interactive gathering allows the attendees to distinguish methodologies and find answers that will help them improve their healthcare programs.

Who Should Attend the Conference?

This conference is intended inspire healthcare professionals in the following roles:

  • Executive Leadership
  • Physician/Nurse Leadership
  • Patient Experience/Satisfaction
  • Service Excellence
  • Patient and Family Advocacy
  • Marketing/Community Outreach
  • Quality/Safety
  • Operations
  • HR/Organization Development
  • Clinical Education/Staff Development
  • Patient and Family Advisors

What does the conference offer?
On Sunday, March 19, 2017 from 1:00p – 5:00p, members and guests are invited to the Colorado Convention Center to take part in the Certified Patient Experience Professional Preparation Course. The Beryl Institute’s Patient Experience Body of Knowledge faculty will be on hand for a portion of this workshop to review the four domains on which the examination is contingent upon

The registration fee for this CPXP course is $400

Pre-conference workshops
There will be three pre-conference workshops available simultaneously on Monday, March 20, 2017 before the conference from 8:30a- 11:00a. These conference include such topics as:

  • 7 Steps to Sustainability: Operationalizing Your Patient and Family Advisor Program
  • From Influence to Impact – Three Skills Every PXP Must Master
  • Leading Your Patient Experience

The registration fee for each of these workshops is $300 and includes breakfast.  

To learn more about the Patient Experience Conference 2017, visit


New Charter Aims To Increase Professionalism Among U.S. Healthcare Organizations

A new set of professionalism-based metrics called the “Charter on Professionalism for Healthcare Organizations” was recently published in an online issue of Academic Medicine. This charter was written by a team of healthcare professionals, community advocates and partners in order to provide more healing environments in hospitals, provide ethical guidelines for hospitals and reduce workforce burnout.

This new charter extends the principles of professionalism presented in an earlier charter published in the Annals of Internal Medicine in 2002: “Medical Professionalism in the New Millennium: A Physician Charter”. While that charter focused on the ideals for individual physicians, many physicians responded by saying that they could not fully embody the principles due to the stifling policies of their places of employment. This new charter speaks to this, offering ideals for the greater structure of healthcare.

The new charter separates aspirational behaviors into four categories:

Patient Partnership
Healthcare organizations can achieve a more patient-centered approach by allowing patients to be more involved in their care and in hospital strategies. This clearly benefits patients, but it can benefit organizations too. Healthcare organizations can increase public trust and improve their performance thanks to this approach.

Organizational Culture
More than half of physicians experience burnout. To solve this, we need to focus on the environment of the healthcare workforce. When organizations are caring for the wellbeing of healthcare workers, these workers can provide better care for patients as a result.

Community Partnership
In order to successfully bring about population health, it is necessary for hospitals, the government and community organizations to work together. These entities all affect the social determinants of health.

Operations and Business Practices
When a healthcare organization maintains ethical business practices, the quality of patient care improves, as does the hospital financial performance.

According to Lewis L. Low, MD, Senior Vice President and Chief Medical Officer of Legacy Health in Portland, Oregon, healthcare organizations have been struggling with provider burnout for a while. Dr. Low states that it is becoming more and more clear that organizational commitment is necessary to create real change that will bring about wellness. Her believes that the Charter on Professionalism for Healthcare Organizations will help foster an environment that allows the consumers to partner with the provider to make improvements.

The “Charter on Professionalism for Healthcare Organizations was funded by the ABIM Foundation, the Commonwealth Fund, the Federation of American Hospitals, The American Hospital Association and Northwell Health. Historical assumptions and roles of both staff and leadership will be challenged by transitions to the model health care organizations described in this charter. The authors of the charter realize this, but they believe that these ideals of professionalism can offer assistance in making decisions in a quickly changing, fiscally challenging and ethically difficult environment. They also believe that the healthcare providers and the patients alike will benefit from the resulting changes.

This new charter, just like the Physician Charter before it, seeks the endorsement of hospital systems, representatives of the health professions and specialty societies. The “home” of the charter project is the Foundation for Medical Excellence, a nonprofit organization that promotes sound health policy and quality healthcare. This foundation encourages healthcare professionals throughout the U.S. to make efforts to embody Charter principles.

How Can Social Media Impact the Patient Experience?

Social media is a vital part of any business’ operation. For medical practices, though, it plays an important role. Social media can have a huge impact on the patient experience, giving patients new avenues of interaction with physicians and helping to set the tone for future visits.

Setting Patient Expectations

Visiting a new doctor can be daunting. Without prior experience with the individual, a patient can have a hard time setting his or her expectations. A good social media presence, however, can help a patient learn a great deal about the person or people who will be treated him or her. Social media sets expectations and allows patients to become more comfortable before coming in for treatment.

Putting Minds at Ease

Looking at social media often means looking at more than just the physician or practice. When a patient can see that others have gone through the same problems and have been helped by the same people, they can have their minds put at ease. While anonymous internet reviews can help patients narrow down their choice of doctors, having access to a social media account can help patients put real faces on those who help and how have received help.

Maintaining a Sense of Community

In an increasingly isolated age, it’s nice to have some kind of connection to those who care for you. While the era of house calls is long since over, having the ability to see a practice’s social media helps to connect the broader community with the practice. This, in turn, helps the patient to feel like they are working with another part of the community, a group of people who care about the same things they do and who want the best for them.

Providing a Point of Contact

Social media by its very nature is a process that invites crowd participation. For patients, a good social media presence can represent a point of contact outside of the office that provides an alternative method of staying in touch with the physician. While certainly not an alternative to contacting an office directly, the existence of a social media outlet provides patients with a unique chance to interact with caregivers and staff and solve problems outside of the normal patient-facility dynamic.

Social media is an important tool for any doctor or practice. Whether the goal is to help patients feel more comfortable or to better engage with the community, social media is a vital addition to a practice’s engagement plan. As further tools are developed online, social media will become an ever-more important part of medicine.

Southwest Diagnostic Imaging Center Improves Patent Experience With RoyalPay

The people at Southwest Diagnostic Imaging Center are constantly working hard to give their patients the best experience possible. This center is one of the most progressive freestanding outpatient imaging centers located in North Texas. Southwest Diagnostic Center focuses on ensuring that each patient has a personalized experience. The Diagnostic Center has remained true to this promise since it began in 1985, but now they’re really stepping up their game. The center has recently deployed a revolutionary payment engine called RoyalPay, as announced in a press release on November 17th, 2016.

RoyalPay is a payments engine that is secure and web-based, often referred to as a “calculator on steroids.” With Royal Pay, clients can avoid the hassle of complex payment calculations and manual eligible checks. RoyalPay also allows clients to largely increase time of service payments (TOS). Long story short, RoyalPay makes life a whole lot easier for the many patients who rely on Southwest Diagnostic Imaging Center.

With RoyalPay, the front desk staff can now estimate and take payments for walk-in patients. These staff members then send this value proposition from the front desk staff to the back office, where other staff members work on eligibility checks and estimate calculations for scheduled patients days and weeks in advance. The increase in TOS payments leads to an increase in daily cash flow. It also reduces invoicing and collection activities thus, leading to a number of financial benefits down the line. What this ultimately means is that RoyalPay users are able to benefit from an ROI that is almost instant. There is no downside to RoyalPay, as it makes the process easier and more streamlined for patients and staff members alike.

Phillip Collins, Director of Business Services at Southwest Diagnostics, is very excited about this change. He says that there has already been a significant increase in up-front collection thanks to RoyalPay. This is because the Imaging Center can turn patients’ insurance eligibility, run their estimated out-of-pocket and collect for the diagnostics x-rays in a matter of seconds. Collins emphasized another way that RoyalPay has increased efficiency. Because the step of manual calculation of patient financial responsibility has been removed for scheduled exams, the insurance department is experiencing an increase in efficiency. He states that RoyalPay is not only efficient, but accurate and reliable. Collins also stated that RoyalPay is customizable to meet the needs of the Imaging Center and of the patients. The healthcare industry emphasizes patient transparency and patient rights, and RoyalPay has helped Southwest Diagnostic Imaging Center keep these values at the core of their business.

RoyalPay, alongside Royal Kiosks, lets patients check in for exams and make payments while sitting in their seats in the waiting room. Peter Nassif, CEO oat Royal Solution Group states that patients want and need to have access to their estimates and the ability the make payments for upcoming exams days in advance. This partnership is going to simplify a number of processes for patients and staff of Southwest Diagnostic Imaging Center.

USDA Gives Renown Health Funds for Telemedicine

The USDA recently announced that it would grant more than 1.3 million to fund three telecommunications projects across the state of Nevada. I’m pleased to announce that Renown Health received nearly $440,000 to assist with our TeleHealth program. Alongside Renown Health, both the Nevada System of Higher Education and the Elko County School District received funds from the USDA.

Nevada is a big state and people live all over it. Some these people live nearby major medical centers, but those who live in more remote areas may find that getting to a major medical center costs them time and resources that they simply do not have. Renown’s TeleHealth program provides acute and ambulatory healthcare services to a number of rural healthcare communities in both Nevada and California. With these additional funds, we will be able to assist over 21 rural communities. Additionally, we will be able to connect patients, families, and caregivers with area emergency and elective healthcare services in eight counties throughout Nevada and three counties throughout California.

via Renown Health

TeleHealth has a number of different facets to it. Virtual Visits allow patients to see a provider using a mobile device or computer. Hospital Telemedicine allows doctors to hold immediate, virtual consultations with other medical professionals to help diagnose conditions and come up with the most effective treatment plan. Speciality Care allows you and your healthcare provider to hold interactive discussions with specialist for a collaborative diagnosis and treatment plan. Telestroke puts remote doctors in contact with Renown neurologists for quick evaluations. Additionally there are Wellness Classes and Support Groups to help patients stay health and Patient Health Monitoring, which helps physicians keep tabs on a patient’s health information to reduce readmission.

In many ways, Telehealth is an extension of our work with community partners. Just as we have partnered with 23andMe and the Desert Research Institute to initiate a landmark population health initiative, so are we reaching out to a number of healthcare providers across Reno to see how we can bring our technology and expertise to them. More and more people have quality healthcare within reaching distance. But there are still many who do not. TeleHealth and other telemedicine programs help to bring care to the patient. The future of healthcare is the future of patient experience.

Mark Behl

Giving Options Beyond ER

I’m very pleased to announce that Renown Health has recently teamed up with the Regional Emergency Medical Services Authority (REMSA) to help cut back on unnecessary visits to the emergency room. Over the years we’ve seen a lot of people come into ER that could have been treated in urgent care or with a visit to a primary care physician. The general result of this has been to bog down ER services. The solution? To bring medicine to the people. The method? Community Paramedicine.

You can learn more about this recent initiative by listening to an interview on KUNR.

Mark Behl

QLess Webinar and Improving Patient Experience

Renown Health partners with several companies to help us provide the best heatlthcare possible. One of those companies, QLess, offers a novel way of leveraging technology to reduce the amount of time that patients have to spend waiting around. QLess utilizes an online check-in feature that allows patients to check-in at a hospital before they even arrive. After using their services for a few months, I have to say that I’m completely blown away with the results. When QLess asked me if I wanted to share my experience with their service on a webinar, it was a no-brainer.

Feel free to give this QLess Healthcare Webinar a listen to. It’s 100% free.

qless logo

The Future of Patient Experience: Video

In my last blog post I looked at how healthcare is becoming (rightfully) more and more patient-centric. More and more people do not have to worry about having access to medical providers, so the question than becomes which providers are more convenient. Furthermore, which provider is going to be the most patient-centric? Here’s a video presentation I created based on the previous blog.

Mark Behl

The Future of Patient Experience

Today’s healthcare systems is a value-based one. That is to say it is consumer-based. What we’re seeing is a fundamental shift from simply access to medical services toward an increased focus on the convenience of medical services. Years ago, people outnumbered medical providers. There simply wasn’t enough healthcare to go around. Today, there is no shortage of providers out there, making it less a matter of if people have access to healthcare, and more a matter of which provider is going to give them the best experience for their buck.

Below are some trends that we are seeing with this shift to a more consumer-, patient-centered experience.

Increase in Partnerships

Medical groups will need to look out side of their own resources if they’re going to help the most amount of people in the best way. For non-profit medical organizations, like Renown Health, this is especially true. That’s why the Renown Health Foundation has made such effort of working with philanthropic partners throughout the community.


From donors to universities, Renown Health works with a number of organizations in the community to increase the efficacy of its work and its reach.

The Renown Health Foundation has secured funding for a number of niche medical practices that would otherwise be difficult to obtain, for instance low-dose CT scanners made specifically for children. But amid growing competition between medical providers, even for-profit institutions will need to make the most of their community if they hope to keep prices affordable and equipment up-to-date. The future of healthcare is going is going to be more interconnected.

Increased Coordination Among Providers

Instead of having patients fill out the same forms every time they visit a physician, we’re starting to see a shift to a system wherein providers are able to communicate with one another via intelligent cloud computing networks. The benefits of this trend or more than just doing less paper work.

Mentrics logo in orange font

The Mentrics platform uses IBM Watson to allow cross-network providers the ability to easily share patient data.

After all, it seems like a no-brainer that your dermatologist should have a stable medium of communication, right? Why should the patient be the one who has to do all the grunt work, when they are coming to a medical provider to get someone to take care of them. Of course there’s a reason this sort of network between providers didn’t exist before. It’s really hard for providers to communicate with one another across town (let alone across the country!), but the advent of smart networks and cloud-based features (like IBM Watson) is making this patient-centric paradigm a possibility.

Increased Use of Social Media

Social media is growing to be an important avenue by which individuals submit and organizations receive feedback. As Jason A. Wolf of the Beryl Institute recently put it:

“What once was a world of physical proximity bridged across geographies through connective technology such as phones or other forms of communication has emerged to what I see as a world of social proximity.”

Just as providers are growing closer with the help of advanced data infrastructures, the gap between patients and providers is being narrowed by the “social proximity” of social media. The customer is always right, but there’s never before been such an opportunity for providers to hear from patients on such a wide scale. To quote Wolf once again:

Your Twitter feed is data; your Facebook chatter is valuable intelligence.

Increased Involvement of Providers

As all of the above illustrate, providers need to become more involved in the wellbeing of their patients. It’s no longer enough to give a prescription to a patient, send them on their way, and tell them to come back if they are still experiencing symptoms. Providers need to show an active and consistent engagement in the livelihood of their patients.

That doesn’t mean that physician themselves have to thoroughly engage patients (maybe in a perfect world where patients don’t so greatly outnumber providers…), but the hospital, the pharmacy, the clinic as a whole needs to have a system in place for checking on patients and establishing a connection. It’s now common knowledge that individuals/consumers/patients are no longer looking for just the service. They’re looking for an emotional experience. In the case of healthcare, a more supportive and present experience is a no-brainer. Especially, with the advancements in technology that we have recently seen.

Increased Use of Apps and Wearables

I’ve written about this in my Population Health blog, but apps and wearables are changing the ways that patient manage their own health and also interact with providers. For instance, Apple’s Healthkit and Samsung’s HealthKit both give patients an unprecedented level of self-monitoring. Northwestern University in conjunction with Intellicare has created a suite of apps geared toward helping individuals manage their mental health.

Several Icons depicting apps in the Intellicare App Suite - The Futer of Patient Experience

A glance at the Intellicare app suite, which empowers patients to monitor their mental health outside of the clinic.

Wearables like FitBit allow people to track their physical activity on their own. When paired to advanced platforms like Welltok’s IBM Watson Heart App, wearables and other IoT devices allow individuals to track their weight, blood pressure, and cholesterol, while making health recommendations for a better patient outcome.


In the future, healthcare organizations will be more connected, more integrated, and will put patient’s first. They will need to. For the unfamiliar, it might seem odd that healthcare sector is becoming increasingly more and more consumer-centric, but this trend toward a patient-centric paradigm propitious in more than one way. On the one hand, consumers have more choice; on the other, healthcare organizations have to work even better to provide the best experience possible.

For more healthcare updates, follow me on Twitter @MarkBehl.

Thanks for reading.

Mark Behl

Fred Lee and Patient Experience

When it comes to patient experience, few individuals have the same pedigree of Fred Lee. In addition to being Vice President at to major medical centers, he’s also been an integral part of Disney’s Approach to Quality Service for Healthcare. Lee’s eclectic history makes for some marvelous insights on where healthcare is and where healthcare can go. Check out the below video to see what I mean.