NRC Health nSights

Healthcare is a powerful example of how artificial intelligence (AI) is transforming the world. There is real promise in AI-driven care, ranging from optimizing scheduling and streamlining operational processes to facilitating diagnoses, tailoring treatment plans, and personalizing care.

The use of AI in healthcare is in its infancy – ChatGPT was launched a year ago – and while there is certainly reason for optimism around the new technology, we must be transparent about its uses and circumspect about its capabilities.

While the billing and payment process is not under the direct control of patient experience leaders, confusion around the process has a direct, detrimental effect on the overall perception of care.

Healthcare brands – organizations providing healthcare – face an invisible and intimidating force: homogenization. The pandemic further knotted healthcare brands together in consumers’ minds and created a full-on brand blur. This nSight highlights 5 key points.

With these lessons in mind, organizations can cut through the Great Brand Blur by focusing on what matters to the people and communities they serve.

Healthcare brands – organizations providing healthcare – face an invisible and intimidating force: homogenization. The pandemic further knotted healthcare brands together in consumers’ minds and created a full-on brand blur. This nSight highlights 5 key points.

The September nSight takes a closer look, primarily by stratifying data on both mental health and perceptions about therapists by age, sex, and race/ethnicity.

The best path to individualized care is through Human Understanding – treating each patient as a unique person, not as a type or group.

The Human Understanding Institute at NRC Health has been making the case that focusing on the behaviors and outcomes that scores are meant to represent – rather than the scores themselves – is the key to sustainable improvement.

At root, the core vectors of Human Understanding – connect with me, listen to me, partner with me – are paramount for people who are struggling, and those who care for them.

It’s time to take a broader view of HCAHPS through the lens of the elevating experience in everyday practice.

Covid was an exogenous shock that was detrimental to the patient, family, and care team experience at most health systems, a reality reflected in HCAHPS scores at a national level.