NRC Health nSights

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

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.

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®.

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.

The lens of Human Understanding makes it easy to see that the billing and payment process is part of the overall patient experience.

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.

Building your brand to be strong and separate from the competition is not an internal-only exercise.

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.