Full report | Seeing Stars: Navigating Patient Ratings and Reviews

Understanding and addressing what matters to your consumers and patients as unique people is the key to honoring and even exceeding those expectations.

Snapshot | Seeing Stars: Navigating Patient Ratings and Reviews

Consumers seek and appreciate input from fellow consumers. This phenomenon is not limited to healthcare – online ratings and reviews are prevalent across nearly every major consumer touchpoint.

Full report | Looking Back. Thinking Forward.

Over the course of 2023, the Human Understanding Institute produced 10 nSights – focused briefs that use NRC Health data and expertise to illuminate issues at the intersection of healthcare delivery and Human Understanding®.

Snapshot | AI in Healthcare: Promise and Pitfalls

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.

Full report | AI in Healthcare: Promise and Pitfalls

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.

Full report | The ‘Ouch’ Factor of Billing and Payment

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.

Snapshot | The ‘Ouch’ Factor of Billing and Payment

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.

Full report | The Great Brand Blur

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.

Snapshot | The Great Brand Blur

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.

Full report | A Closer Look at Mental/Behavioral Health

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.

Snapshot | A Closer Look at Mental/Behavioral Health

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

Full report | An Experience Perspective on Mental/Behavioral Health

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.