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 That’s hard news for organizations leaning on outdated tactics to win customer loyalty—but not for health systems that are ready to distinguish themselves. →
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. →
MU Health has a wealth of data about patient experience. When MU Health’s experience team showed this data to clinicians, many reported feeling overwhelmed. Clinicians had trouble finding actionable information to improve their practice. Read about how MU Health was able to achieve dramatic service improvements. →
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. →