Patient Experience Archives | Healthcare Plus Solutions Group

The Future of Emergency Care Starts With Rewiring (We Can’t “Treat and Street” Our Way Out of This)

Regina Shupe

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January 28, 2026

Emergency department volumes are up. Patient complexity is rising. And care teams are often newer, stretched, and carrying more emotional load than ever before. Yet many EDs are still trying to solve today’s problems with yesterday’s solutions. That’s why I wrote Rewiring the Emergency Department: Innovative Solutions for Modern Emergency Care. This book is not about incremental fixes or quick wins. It’s about rewiring how the ED is designed, led, staffed, and supported so it…

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Human-Centered Leadership Joins HPSG: How Three Nurse Leaders Turned Evidence Into a Movement

Healthcare Plus Solutions Group

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December 18, 2025

When the founders of uLeadership—Kay Kennedy, Lucy Leclerc, and Susan Campis—met in 2019, they were seasoned nurse executives who had spent years working all day and night to serve teams and patients. Then they hit a wall. “We were at a point in our career where, quite honestly, we felt a little burned out,” says Leclerc. “We were high level, overachieving work all day and night type leaders, and that’s probably part of why we…

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Six Powerful Tactics That Elevate Patient Experience

Healthcare Plus Solutions Group

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March 20, 2025

Patient experience has changed tremendously over the years. Early in Quint Studer’s career, some 80 percent of C-suite people were unaware of their results in this area. Today, in part due to Quint’s work in the field—he connected patient care to the concept of customer service, and has been credited with putting patient experience “on the map”—it is now a vital part of healthcare. Even so, with budget reductions, restructuring, and other challenges, many organizations…

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Receptionist and businesswoman at hotel front desk

When Serving Customers, Small Gestures Are Noticed and Appreciated

Quint Studer

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October 23, 2023

Do small gestures and personal touches make a big difference—or at least some difference—when serving customers? I feel the answer is yes. In fact, in a world that’s increasingly automated and impersonal, they are more noticed and appreciated than ever. I was on the way to a workshop in Austin, Texas. My presentation was scheduled for day two. I decided to arrive early so I could attend the afternoon session for day one. My plane arrived around…

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Patient Experience

The Future of Emergency Care Starts With Rewiring (We Can’t “Treat and Street” Our Way Out of This)

Human-Centered Leadership Joins HPSG: How Three Nurse Leaders Turned Evidence Into a Movement

Six Powerful Tactics That Elevate Patient Experience

When Serving Customers, Small Gestures Are Noticed and Appreciated

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