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2019 Customer Experience Collaborative recap: What can healthcare learn from Zappos.com?

In April, 36 healthcare leaders gathered in Las Vegas to see what an online shoe retailer had to teach them. At any other point in history, that sentence would be absurd. Today, it’s quite the opposite. Zappos.com, after all, has become one of today’s standard-bearers for excellence in customer service. For NRC Health’s inaugural Customer Experience Collaborative, health-system VPs, CMOs, CEOs, and presidents from across the country—and across the continuum of care—convened at the Zappos.com Las Vegas campus to... → May 21, 2019

Are you bringing the Voice of the Consumer into your decision-making?

Every day, more healthcare organizations are prioritizing the goal of bringing the Voice of the Consumer to the forefront of their decision-making process. Understanding what patients need from their healthcare experiences can allow organizations to create meaningful relationships with patients that translate into patient loyalty. However, efficiently and effectively reaching patients can be a challenge. NRC Health Community Insights offers a solution, building virtual communities of patients who are eager to provide feedback and suggestions to healthcare organizations. → May 20, 2019

Executive Q&A with Shehzad Saeed, MD, FAAP, AGAF Chief Medical Officer at Dayton Children’s Hospital

Clinicians know all too well that there are limits to what they can do for patients and their families. As much as they would like to guarantee their patients’ welfare, there are factors they simply can’t control, including social determinants of health such as access to healthy food and clean water. Research has found, in fact, that social determinants of health may account for up to 85% of patient wellbeing. Hear from Dr. Shehzad Saeed from Dayton Children’s Hospital,... → May 15, 2019

NRC Health Announces Winners of the 2019 Customer and Employee Approved Awards Among Senior Living Communities

Patient Experience

The NRC Health Customer Approved Awards are based on ratings from both family and residents across Independent Living, Assisted Living, and Skilled Nursing care settings. Similarly, the NRC Health Employee Approved Awards are based on ratings gathered from employees of Assisted Living and Skilled Nursing facilities. → May 13, 2019

What does AI mean for care experiences—and for the providers who deliver them?

Patient Experience

Predictive analytics is one of artificial Intelligence’s most promising developments. The term is short-hand for any process that uses historical data to make predictions about the future. Its most famous use-cases are in the finance industry: banks routinely use AI-enabled predictive analytics to assess a borrower’s credit-worthiness. → May 8, 2019