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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.