Today’s healthcare consumers are looking for a better, more customer-centric experience. Regardless of whether CMS ultimately decides to make changes to its star ratings system, consumers will benefit from a better understanding of the methodologies behind ratings systems like this one, and how they may be contrary to consumers’ preconceived expectations of star ratings. As the healthcare industry overall moves toward a more consumerist model, improving the patient experience will continue to be the focus of healthcare organizations everywhere... →
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Virtua Health’s mission is to help people “be well, get well, stay well.” As Dennis W. Pullin, FACHE, the organization’s president and CEO, states, “You can’t follow through with that mission without treating the whole patient first.” Following that logic, Virtua has implemented programs that extend far beyond traditional health care. Examples include a hair salon for cancer patients and a mobile farmers market to address food insecurity. We interviewed Pullin about his guiding principles and how he is... →
While technology is pivotal to the evolution of healthcare, putting it to effective use will likely continue to be a balancing act between protecting the provider-patient relationship and making sure patients can access convenient, affordable care. It will be up to providers and healthcare leaders to learn the art of that balance. →
To gauge the importance of patient experience transparency in healthcare, consider how consumers approach buying decisions. Most wouldn’t dream of making any large purchase before they consulted online ratings and reviews. In many cases, the absence of word-of-mouth from their fellow consumers is an immediate mark of suspicion. No reviews means no trust, which ultimately means no transaction. Such is the hold that transparency has on the economy.Healthcare decisions are no exception. →
Staff in long-term-care (LTC) and senior-living communities perform a vital service. The very best of them not only see to their customers’ care needs, but also go further, creating an environment that feels like home. These organizations—and the people within them—are among the hardest-working in healthcare. They deserve special recognition. →