Archive for the ‘Customer Service’ Category

Infographic: Consumer Satisfaction with Health Insurance Hinges on Cost, Tools and Communication

December 18th, 2019 by Melanie Matthews

Consumers are generally satisfied with their health insurance overall, but less satisfied with how health plans communicate, according to a new infographic by HealthEdge.

The infographic provides insight into how consumers believe health plans could improve satisfaction with communication.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: The Correlation Between Patient Experience and Patient Payments

November 22nd, 2019 by Melanie Matthews

As more consumers prefer to use self-service tools to interact with businesses, they also expect the same level of convenience from their healthcare providers, according to a new infographic by MailMyStatements.

The infographic examines how digitalizing and automating the many manual processes involved in patient interactions can improve patient satisfaction and create an experience that increases return rates and lays the groundwork for prompt payments.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: 5 Recommendations for Improving Patient Experience

October 21st, 2019 by Melanie Matthews

Healthcare organizations are working diligently to improve patient satisfaction and the patient experience of care. After all, patient experience of care is a critical quality domain used to evaluate hospital performance under the 2016 CMS Hospital Value-Based Purchasing (VBP) Program (accounts for 25 percent of a hospital’s VBP score)—and comes with the potential for a penalty or bonus, according to a new infographic by Health Catalyst.

The infographic provides five key recommendations for improving the patient experience.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

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Infographic: Are You Investing in the Right Patient Experience Technology?

October 11th, 2019 by Melanie Matthews

For digitally-connected healthcare to have transformative effects, patient-provider IT solution alignment is essential. This is especially true as changing payment models make the patient experience even more important, according to a new infographic by Spectrum Enterprise.

The infographic examines which technology solutions health system leaders said are extremely/very important to prioritize when seeking to enhance the patient experience.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: Transforming Your Patient Check-in Process

September 6th, 2019 by Melanie Matthews

The patient check-in process is a crucial moment for healthcare organizations. Using outdated, inefficient, and labor-intensive processes to collect, store, and transfer patient data during check-in threatens patient safety and satisfaction as well as the productivity and profitability of healthcare organizations, according to a new infographic by Formstack.

The infographic breaks down what healthcare organizations need to know to transform their patient check-in process.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: Staying Ahead of the Digital Health Curve

August 28th, 2019 by Melanie Matthews

Healthcare consumers are eager to use technology in their care, according to a new infographic by GetWellNetwork, Inc.

The infographic examines the need for patient engagement to be effective and scalable.

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost PopulationsPatient-centric interventions like population health management, health coaching, home visits and telephonic outreach are designed to engage individuals in health self-management—contributing to healthier clinical and financial results in healthcare’s value-based reimbursement climate. But when organizations consistently rank patient engagement as their most critical care challenge, as hundreds have in response to HIN benchmark surveys, which strategies will help to bring about the desired health behavior change in high-risk populations?

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost Populations presents a collection of tactics that are successfully activating the most resistant, hard-to-engage patients and health plan members in chronic condition management. Whether an organization refers to this population segment as high-risk, high-cost, clinically complex, high-utilizer or simply top-of-the-pyramid ‘VIPs,’ the touch points and technologies in this resource will recharge their care coordination approach.

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Infographic: Healthcare Service Recovery 101

August 9th, 2019 by Melanie Matthews

Leading hospitals and health systems are practicing service recovery, stepping in when customers and their family members have questions about their care, listening to their concerns when expectations fall short and rectifying issues, whenever possible. This new approach can help traditional providers remain viable in an era of increased competition, according to a new infographic by Quality Reviews, Inc.

The infographic examines why service recovery is so critical in the changing healthcare landscape.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical OutcomesAs healthcare moves out of the brick-and-mortar traditional setting into patients’ homes and their workplaces, and becomes much more proactive, the University of Pittsburgh Medical Center (UPMC) has been expanding its remote patient monitoring program. The remote patient monitoring program at UPMC has its roots in the heart failure program but has since expanded to additional disease states across the integrated delivery system’s continuum of care.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical Outcomes delves into the evolution of UPMC’s remote patient monitoring program from its initial focus on heart failure to how the program was scaled vertically and horizontally. Click here for more information.

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Infographic: 2019 Consumer Insights and Trends in Healthcare

July 17th, 2019 by Melanie Matthews

Healthcare consumers are increasingly more willing to use modern approaches to healthcare delivery and services, from virtual care to emerging technologies, according to a new infographic by SutterHealthPlus.

The infographic provides insight into how consumers would like to access the healthcare system.

With health coach support on two fronts, PinnacleHealth Systems is changing the patient engagement conversation—both among its staff of clinicians and its most disengaged patient population.

Dual Approach to Patient Engagement: Activating High Utilizers and Coaching Clinicians describes PinnacleHealth System’s two-pronged strategy for prioritizing patient engagement within its culture, and elevating key quality and clinical metrics in the process.

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Infographic: 7 Ways Patient Intake Drives Success for Health Systems

April 24th, 2019 by Melanie Matthews

Patient intake management can help healthcare organizations improve efficiency and enhance clinical care, according to a new infographic by Phreesia.

The infographic provides seven ways that a comprehensive patient intake strategy can help drive health system success.

Profiting from Population Health Management: Applying Analytics in Accountable CareAs ACA reforms continue to impact healthcare, population health management (PHM) is fast becoming the new buzzword for the management, integration and measurement of all interventions across the health continuum, from the healthiest populations to those with catastrophic illnesses. Rooted in the IHI’s Triple Aim, PHM dives deep into health analytics to reduce risk and associated health spend and provide a strong foundation for accountable care in a value-based system.

Profiting from Population Health Management: Applying Analytics in Accountable Care provides both a primer in PHM, identifying the challenges and opportunities of a robust population health management program, and an advanced case study in the use of analytics in PHM.

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Infographic: A Healthcare Cultural Awareness Checklist

March 27th, 2019 by Melanie Matthews

Communication and ongoing education are essential to promoting cultural awareness and providing culturally sensitive healthcare, according to a new infographic by Quality Interactions.

The infographic provides a checklist for healthcare professionals to understand and negotiate any cultural differences that may directly impact care.

Although nearly three-fourths of health outcomes are determined by social determinants, few clinicians can ably identify those patients facing challenges related to social and environmental conditions or other experiences that directly impact health and health status.

Social Determinants and Population Health: Redesigning Care Management to Bridge Clinical and Non-Medical Services, care teams will learn that by asking patients the right questions and listening carefully to their responses, they can begin to identify and address social determinants, dramatically impacting patient outcomes as well as their own financial success under value-based care.

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