NRC health’s top 3 articles of 2017
This year we’ve had no shortage of topics to discuss. Policy debates, promising innovations, and the continuing consumerism revolution has given us—and everyone in the industry—food for thought.
We strive to deliver insightful, useful content to help healthcare leaders navigate these sweeping changes. As the year comes to a close, we thought it would be appropriate to look back on the content we’ve produced, and surface the pieces that seemed to resonate with you the most.
Here are our most popular articles from 2017.
This post appeared on the NRC Health blog in August. It began with a striking observation: among approximately 140 healthcare organizations that have deployed a “star ratings” solution, more than 110 of them chose NRC Health as their transparency partner.
The graph makes it hard to dispute that NRC Health offers something unique in the healthcare transparency space.
Perhaps more important, however, it also shows how the pace of transparency adoption is accelerating. Transparency initiatives like star ratings and provider reviews aren’t fringe elements of the industry anymore. They’re central components of how modern healthcare organizations relate to their customers.
“Sharing independently administered patient experience survey data with the public—in the form of verified star ratings and reviews—is just the beginning. Patients will increasingly demand greater transparency from their providers, and they’ll reward health systems that embrace the transparency movement.”
—NRC Health Blog, Aug. 28, 2017
Steve Jackson, NRC Health President, published this article in the October issue of Becker’s Hospital Review, lending his insight into how several leading healthcare organizations approach connecting with their customers.
Pointing out that nearly 50 percent of patients feel frustrated with their care experience, he encourages leaders to think beyond a short-term, transactional perception of care. Instead, he says, they should pursue a more holistic understanding of the patient experience. That’s what voice of the customer (VOC) initiatives are all about.
Mr. Jackson ends the article by posing important questions that healthcare leaders should be prepared to answer if they want to successfully relate to their customers:
“Have we removed internal silos that prevent our health system from seeing the patient’s journey comprehensively?”
“Do we understand our customer segments and their expectations of our health system?”
“Do we have a single metric across all care settings and service lines that scores the experience of our customers?”
“Have we designed the experience for our clinicians in a way that enables them to deliver a great customer experience?”
“Is the customer experience seamless between the online and offline environment?”
—Steve Jackson, Becker’s Hospital Review, Oct. 2017
Our third most popular article, from Brian Wynne, NRC Health’s Vice President and General Manager, was submitted to Becker’s Hospital Review in June. He took aim at an outdated, entitled mentality among health systems toward their consumers, an antiquated idea that can be summed up as, “If you build it, they will come.”
In the past, that attitude served health systems relatively well. Lacking options—and convenient means of exploring them—patients were driven by sheer necessity to one of the few organizations in their vicinity.
However, the rise of the internet and a surge in new venues for care have empowered patients with the freedom to choose. They’re now savvier and more selective than ever. Their loyalty will not come by default.
To thrive in this environment, organizations need to consistently create exceptional experiences and meaningfully engage with patients. This all starts with a thorough understanding of customer needs.
“If building loyalty is a strategic imperative at your organization—and I hope it is—it’s time to assess the quality of the insights you have about the wants, needs, expectations, and experiences of those who provide and receive care in your system.”
—Brian Wynne, Becker’s Hospital Review, June 2017
Bonus: Our most popular webinar
We appreciate you taking the time to read our work this year. There’ll be much more to come in 2018.
In the meantime, you may also find it worthwhile to explore 2017’s most popular webinar: The Future of Patient Feedback Is Real-time.
You’ll learn how to use real-time feedback to evolve your organization in step with customer expectations. You’ll better understand how collecting the voice of your customers with NRC Health will:
- Give you access to data 24–48 hours after the episode of care
- Collect and display up to ten times the data of mail-in surveys
- Provide multi-modal approaches to reach 100% of your customers
- Help you capitalize on near-in coaching opportunities
- Allow you to engage in rapid service and clinical recovery
If your feedback suffers from data cynicism, or if you’re frustrated with lag times from traditional survey instruments, this webinar is for you.
We’re looking forward to another year of bringing patient perspectives into focus. Thank you again for reading.