Last evening I returned to Seattle from a three-day trip to Switzerland. I was there to provide the opening keynote for the ehealthcare.ch conference in Nottwil and also to meet with Microsoft customers and partners attending the event. Perhaps the...

"Paternalism in healthcare died a not so quiet death with the dawn of the Internet". That's an observation I made perhaps a dozen years ago as patients began to flood my office clutching printouts from their searches on the Net. The Internet fundamentally...

Anyone who works in healthcare knows that many of today’s clinical software applications leave a lot to be desired when it comes to “user experience”. Unlike ubiquitous, commodity software used in other businesses, healthcare applications are highly proprietary...

Last April I posted a piece on this Blog entitled " If Disney Did Healthcare ". I commented that there was a lot the healthcare industry could learn from Disney about customer service, customer experience, and customer satisfaction. It was one of those...