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What did healthcare consumers talk about in 2019? A Q&A with NRC Health Vice President Brian Wynne

Today’s consumers are expecting more from their providers. They’re less tolerant of frustration, savvier in navigating alternatives, and more than ready to switch providers if their expectations aren’t met. That’s hard news for organizations leaning on outdated tactics to win customer loyalty—but not for health systems that are ready to distinguish themselves.

Building a healthcare experience centered around human-to-human caring

Whether you refer to it as disruption or a new evolution of the industry, healthcare organizations should accept that this requirement is the new normal, and make investments and decisions around tools, technologies, and strategies that will enable them to build deeper, more meaningful, and longer-term relationships with their patients.

Frictionless service is the key to keeping patients. Here’s how to achieve it, according to two health-system leaders.

This year’s Consumer Trends data shows that if a patient leaves a positive comment about admission or registration, they are 46 times more likely to be a long-term promoter for a healthcare brand, compared to patients who leave negative comments.