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 That’s hard news for organizations leaning on outdated tactics to win customer loyalty—but not for health systems that are ready to distinguish themselves. →
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. →
NRC Health’s Transitions program links patients back to the care-provider team to discover areas commonly known to cause readmissions. Not only should your physicians have top placement on the web, post-encounter outreach needs to include questions about the medications that a patient is on daily, and any other top-of-mind reasons they may have for readmission. →
Both within healthcare and outside of it, Net Promoter Score (NPS) is among the most reliable metrics of enduring consumer →