INSIGHTS Healthcare Needs An Early Warning System. Experience Intelligence is Where it Starts. Picture a CFO walking into her quarterly board meeting with an experience story she’s proud to tell. HCAHPS scores are up 8 points year over year. Patient satisfaction...
INSIGHTS The Joint Commission Just Raised the Bar. Does Your Language Access Program Clear It? This article is the second in a series on language access as a patient safety priority. Read the first article: The $70 Million Wake-Up Call: Why Language Barriers Are Your...
INSIGHTS The $70 Million Wake-Up Call: Why Language Barriers Are Your Biggest Untracked Patient Safety Risk In September 2025, a Florida jury awarded over $70 million to Chiaka Stewart, a 42-year-old woman who became blind and paralyzed after Tampa General...
INSIGHTS Unifying Patient and Employee Experience to Drive Enterprise Performance Industry: Customer Experience Employee Experience Growth Strategy AT A GLANCE Company Size: 10,000+ employees I Company Revenue: $20-30B Facing rising pressure on both the patient...
INSIGHTS Installing a Listening-Led Operating Model to Improve Patient and Workforce Outcomes Industry: Customer Experience Employee Experience Growth Strategy AT A GLANCE Company Size: 10,000+ employees I Company Revenue: $20-30B Situation: Pressure from declining...
