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What’s missing from care experiences? 1.4 million patient comments weigh in

There’s a fundamental contradiction at the heart of today’s healthcare industry. If you judge by HCAHPS scores, patient satisfaction is hitting an all-time high. Yet some signs indicate that patient loyalty has never been lower. Patients praise their doctors, but change providers about as often as they change their mobile phone plans; a recent NRC Health Market Insights survey found that 80% of patients say a shorter drive would be enough to convince them to make a switch.

Executive Q&A with Preston Gee, VP of Strategic Marketing, CHRISTUS Health

Healthcare executives have long recognized the importance of patient loyalty. What’s less clear is how to cultivate it. Building a coalition of enthusiastic customers requires a broad, expansive approach in relating to them. This can be a challenge, given the industry’s unique constraints and the sporadic patterns of healthcare consumption. Preston Gee, Vice President of Strategic Marketing at CHRISTUS Health, shares some of his insights on what attracts customers and what keeps them loyal.