Partnering for progress: Our spring highlights in healthcare innovation
Check out the latest spring highlights on how we put Human Understanding® into practice.
NRC Health ranked #1 Best in KLAS for Patient Experience Improvement
NRC Health is honored to receive the Best in KLAS 2023 Award for Patient Experience Improvement.
This recognition as #1 in the Patient Experience Improvement category reaffirms our focus on transforming the healthcare industry with a human-first approach and highly innovative solutions to improve patient and healthcare organizations’ outcomes.
“Healthcare providers have faced significant hurdles in recent years, but NRC Health has worked hard to help organizations improve the patient experience and empower customer engagement,” said Helen Hrdy, Chief Growth Officer at NRC Health. “This is an exciting time for NRC Health and our partners as we continue to roll out solutions to support care teams in understanding the unique needs and expectations of the patients they serve.”
The NRC Health difference includes patient experience with a human-first approach, innovation, and solutions that exceed expectations.
“The 2023 Best in KLAS report highlights the top-performing healthcare IT solutions as determined by extensive evaluations and conversations with thousands of healthcare providers,” said Adam Gale, KLAS CEO. “These distinguished winners have demonstrated exceptional dedication to improving and innovating the industry, and their efforts are recognized through their inclusion in this report.”
NRC Health will be recognized at the KLAS Award Show as part of the HIMSS Global Health Conference & Exhibition in Chicago on April 17, 2023. Drop by our booth—we hope to see you there!
Keys to delivering humanized care revealed in NRC Health’s 2023 Experience Perspective
NRC Health’s 2023 Experience Perspective and trends report captures key data and insights from:
- Over 300 healthcare experience leaders
- 300,000 consumer voices – the largest online healthcare-consumer perception study in the U.S.
- 25 million patient experience touchpoints
The report highlights the power of Human Understanding, reframes the fundamentals of experience, explores patient perspectives on quality, gives tangible examples of how to assess and address equity, and puts benchmarks in context. It also identifies the top trends shaping the healthcare experience.
NRC Health offers first-of-its-kind patient-experience EHR integration
NRC Health is the first in the industry to seamlessly integrate patient-specific experience insights directly into a health system’s electronic health records to support care teams in understanding the unique and individual needs of the patients they serve.
NRC Health’s Human Understanding Program allows patients to share what matters most before, during, and after their healthcare interactions. The addition of MyView™ ensures that the most important patient information is integrated into an existing EHR, with no clicks required. This summary, available now for most NRC Health Experience partners, is part of the existing clinical workflow and takes only 15 seconds to review, empowering healthcare providers to quickly understand what matters most to their patients to build trust and stronger connections with them.
The information displayed in MyView can be collected from patient-generated contexts, discharge calls, and even patient-experience surveys. When delivered to frontline care teams, these insights allow every care team member to understand their patients’ preferences and expectations, identify any risks for continuing care, and deliver a more personal care experience.
“MyView is a powerful tool for improving the experience and delivery of care,” said Dr. Gregory Makoul, Chief Transformation Officer at NRC Health. “Understanding what matters to each patient as a unique person helps focus attention and communication, making it easier for care teams to do better without taking longer. It’s all about being more effective.”
Most NRC Health Experience partners can opt-in to MyView capabilities as a part of their existing relationship.
Learn how MyView and MyStory can help you achieve a deeper understanding.
March nSight illuminates the turbulence, trust, and loyalty of the patient experience
Taking a broad view of patient experience, NRC Health has long measured trust and loyalty through unique research that reveals how sentiment shifts over time, at both the market and patient levels. Who do people trust now? What’s driving loyalty for healthcare brands and providers? How can loyalty be improved upon? The answers to these questions can give leaders a better grasp of market position, future utilization, and growth opportunities.
Our analysis reveals four main points:
- At a market level, while trust in healthcare roles and organizations has increased over the past decade, consumers still place more trust in doctors and nurses than in healthcare facilities.
- Loyalty is increasing. Insurance coverage, previous experience, and location were the strongest market-based drivers in the past.
- At the individual patient level, provider listening is the main driver of trust. Knowing patients’ medical histories and giving them enough information also helps build trust in providers.
- Trust in providers and Human Understanding—a more “organizational” measure of whether patients feel that everyone treated them as unique people—interact to drive provider loyalty. Human Understanding is the more powerful vector, but both are reliable and important predictors.
There’s no question that we live in turbulent times and that patients have an increasing menu of options. But our research offers a stable foundation for advancing trust and loyalty in healthcare. At the market level, consumers tend to put their trust in the human beings caring for them, rather than in the facilities offering care. These frontline care team members are a big part of shaping the experience with a hospital or health system, one of the major drivers of consumer loyalty. That’s one reason our 2023 Experience Perspective positions focus on the frontline as a fundamental pathway to the New Awesome.
Discover what drives trust, loyalty, and Human Understanding in our latest nSight, which helps you drive strategic change.
How UT Physicians improved ratings and increased web visibility
Protecting and building your online reputation is a top priority for healthcare marketing and leadership teams. Engaging patients in sharing their experiences and building brand awareness and rank helps demonstrate to consumers how much your organization cares about Human Understanding.
NRC Health data reports that 52.3% of consumers say they have viewed ratings and reviews of healthcare providers online before making an appointment. When choosing a new provider, consumers pay special attention to average star ratings and the sentiments expressed in a review, along with the number of reviews.
UT Physicians, a group practice of more than 2,000 clinicians certified in more than 80 medical specialties and subspecialties, with more than 100 locations around Houston, wanted to improve their online star ratings and brand awareness to drive long-term loyalty. The group is associated with UTHealth Houston, a health-science university comprised of six schools that focus on healthcare education, innovation, scientific discovery, and excellence in patient care.
After implementing NRC Health’s solutions and utilizing effective reputation-management tools, UT Physicians increased its number of Google reviews by 776% in 2022 over the previous year, bringing in 2,173 reviews—up from 280 in 2021. The organization’s average rating is now 4.6 out of 5.0, up from 2.9. And by the end of 2022, their five-star ratings increased to 87% (up from 41%).
Find out how tools for seeing the big picture help in this fascinating case study.