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Post-discharge calls: Finding the right way to do the right thing for your patients

UMMC turned to NRC Health to help execute a formalized process in which every patient is contacted, high-risk patients are connected to the appropriate staff, and the insight gained from the connection with patients is packaged for managers and leaders to use to improve care for future patients. → January 16, 2019

Executive Q&A with Preston Gee, VP of Strategic Marketing, CHRISTUS Health

Healthcare executives have long recognized the importance of patient loyalty. What’s less clear is how to cultivate it. Building a coalition of enthusiastic customers requires a broad, expansive approach in relating to them. This can be a challenge, given the industry’s unique constraints and the sporadic patterns of healthcare consumption. Preston Gee, Vice President of Strategic Marketing at CHRISTUS Health, shares some of his insights on what attracts customers and what keeps them loyal. → January 16, 2019

Why Artificial Intelligence should augment patient care, not replace it

Published January 8, 2019 on hitconsultant.net Skeptics about the future of artificial intelligence (AI) in healthcare are running out of reasons to → January 11, 2019

Executive Brief 2019: What’s Next in Healthcare Consumerism

Leaders already know that they can’t take their patients’ goodwill for granted. In fact, consumer confidence in the healthcare industry has been on the wane for some time. To win that confidence back, organizations would do well to target those specific aspects of their operations that leave patients feeling unsatisfied. Fortunately, NRC Health’s 2018 feedback data, based on natural language processing of over 1.4 million open-ended patient comments, points the way to some promising arenas for intervention. → January 10, 2019

Three predictions for the patient experience in 2019

2018 was another year that suggested that healthcare leaders can’t take the status quo for granted. Change is coming, and quickly. To help prepare for it, here are three predictions, drawn from some of the industry’s sharpest thinkers, of what may happen for the healthcare industry in 2019. → January 9, 2019