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Category Archives: Patient Experience

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Iowa Cancer Plan

5 Takeaways from the Iowa Cancer Summit

Experiencing Cancer, Marketing, Patient ExperienceBy Amy M AustinNovember 8, 2017Leave a comment

I recently spent two days at the Iowa Cancer Summit, which included the release of the updated Iowa Cancer Plan. The Cancer Plan’s goal is to reduce the burden of cancer in Iowa. It was a full two days of talking about cancer – new treatments, prevention, causes, access to care and other necessary resources,…

Empathy in healthcare: Choose your words wisely

Experiencing Cancer, Patient ExperienceBy Amy M AustinJune 4, 2016Leave a comment

Real empathy is sometimes not insisting that it will be okay but acknowledging that it is not.Showing empathy in healthcare and other sensitive situations can make a significant difference in our relationships. Many of you have read the powerful statement Sheryl Sandberg released regarding the support she received in the 30 days after her husband’s unexpected…

Increasing patient satisfaction

Extra waiting room time bolsters patient satisfaction

Patient ExperienceBy Amy M AustinMay 23, 2016Leave a comment

Did you read this headline and think “Crazy. My patients complain about the time spent in the waiting room. There is no way it helps my patient satisfaction. What is Amy talking about?!?!” Let me explain. Recently a friend of mine posted a word of thanks to the otolaryngology clinic for leaving them in the…

Patient Experience: consistent, positive, confirm

Experiencing Cancer, Patient ExperienceBy Amy M AustinJanuary 19, 2015Leave a comment

Each patient experience is your brand. Is it consistent? Is it positive? How do know? You ASK and then LISTEN – Scott Stratten, @unbranding This tweet, or a variation of it, was shared by several attendees at the 2015 Greystone Health Care Internet Conference where Stratten was a keynote speaker. The message resonated with me…

Food, Pharmacy and Other Random Amenities

Experiencing Cancer, Patient ExperienceBy Amy M AustinDecember 15, 2014Leave a comment

When you spend five days a week in a clinic or hospital, you learn where the amenities are and where they aren’t. Some are conveniently located. Some are not. My years of working in this hospital helped Mom and I a lot … and it helped some others, as well. Food One afternoon while waiting in…

First impressions are lasting impressions

Experiencing Cancer, Patient ExperienceBy Amy M AustinNovember 20, 2014Leave a comment

You only get one chance to make a first impression. This is such a true statement. During the first weeks of a cancer diagnosis and treatment, first impressions are frequent. You meet so many people and see so many different aspects of the clinic or hospital. A first impression can be with a person or…

Experiencing Cancer: One day at a time

Experiencing Cancer, Patient ExperienceBy Amy M AustinNovember 10, 2014Leave a comment

As a cancer patient or the family of a cancer patient, you hear “one day at a time” A LOT, and you learn pretty quickly the phrase has a deeper meaning. When starting treatment, one day at a time means you know what you are going to do that day, and the next day will…

A tale of two oncology clinics

Experiencing Cancer, Patient ExperienceBy Amy M AustinOctober 30, 2014Leave a comment

In a stage production, there are areas known as the front-of-house and back-of-house (or backstage). What happens back-of-house is all the nitty-gritty necessary to produce the show or experience. Disney has this system down to a science. And as a result, their customer service standards are second to none. Now they train hospitals and health…

Gearing up for round 2

Experiencing Cancer, Patient ExperienceBy Amy M AustinOctober 14, 2014Leave a comment

So three years after my Dad was diagnosed with lung cancer, my Mom gets the same diagnosis. The benefit for her is overall she is in better health. If you didn’t know she had cancer, you would never guess she was sick. As you might imagine, being on the patient side of healthcare makes this…

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