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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 That’s hard news for organizations leaning on outdated tactics to win customer loyalty—but not for health systems that are ready to distinguish themselves.

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.

Using Technology to Maximize Out-of-Network Referral Capture

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.

Don’t just prepare for consumerism—anticipate it. NRC Health can show you how.

The digital consumerism revolution has touched every segment of the economy. As readers of this blog know, its effects on patient decision-making are both well-documented and profound.Those effects are also moving at a blistering pace. It’s no longer enough for health systems to prepare for the industry’s consumerist future; that future has already arrived. Health organizations must instead anticipate the consumerist changes to come.

‘From customer-aware to customer-led’ — Data-driven employee engagement at Community Health Network

"We're on a journey to become a customer-obsessed company, and NRC Health's voice-of-the-customer platform is a key tool we're using to do that," said Ron Thieme, CHN's VP and chief experience officer. "We need to be intimately familiar with our customers, and NRC Health's solutions are critical for getting us there."