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.

Snapshot | An Experience Perspective on Mental/Behavioral Health

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.

Full report | Moving the HCAHPS Needle

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

Snapshot | Moving the HCAHPS Needle

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.