This article also appeared in the October issue of Becker’s Hospital Review here.

Healthcare must focus more broadly on the consumer experience. So much of the work of health and wellness happens outside the sliver of time a person spends receiving traditional healthcare services. Yet, many organizations still focus exclusively on the limited time spent in the physician’s office.

NRC Health’s Human Understanding program is a systematic approach to help health system partners understand what matters to the people they serve. It focuses on how consumers expect healthcare to work and what is best for them. Taken together, the program covers five strategic areas: experience, marketing, institutes, reputation and workforce.

Click here to read the full Executive Brief.