Marshall Steele, M.D.; Medical Director- Destination Experience
Marshall has foregone a traditional bio. Google him and it will speak for itself. In his words:
Smart organizations know that if you own the patient experience you will own the marketplace. How serious are you about the patient experience? If you are like most healthcare organizations. Not Very. If you were you would be learning so much more from your patients and implementing their ideas. Instead you’re relying on HCAHPS to provide you the information you need. It’s clearly not enough. In fact HCAHPS scores in many organizations show half of patients would not definitely recommend them. Even in the most successful organizations one in five patients still won’t definitely recommend them. But why such low scores?? Few if any organizations can answer that question. Fewer still have the will to do anything about it.
Being at the top is nice but 80% is no cause for celebration. We have too long been like pilots who are preoccupied with safety. In the future we must also think like passengers who are concerned with both safety and service. Service is not improved by wishing. It is only improved by first understanding what your patients want and then providing it.
