Archive for the ‘Customer Service’ Category

Infographic: A Tale of Two Health Consumers: Millennials vs Boomers

September 15th, 2017 by Melanie Matthews

Millennials and baby boomers account for about half of the U.S. population. But as health consumers, they have little in common, according to a new infographic by Oliver Wyman.

The infographic compares the key differences between baby boomers and millennials in terms of healthcare services and costs.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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Infographic: How Engaged Healthcare Employees Cultivate a Positive Patient Experience

August 14th, 2017 by Melanie Matthews

Excellent clinical care is only one part of a great patient experience, especially considering the limited amount of time doctors spend with patients. All staff members with whom patients come into contact must be aligned in their commitment to patients’ comfort, care, and peace of mind. By establishing core values and standards of behavior and recognizing those who embody them, hospital administrators can positively affect all patient touchpoints within their facility, according to a new infographic by WorkStride.

The infographic examines the characteristics of an engaged healthcare employee and what healthcare organizations can do to increase patient satisfaction within their organization.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, 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: A 10-Point Checklist for Centralized Patient Access Success

August 2nd, 2017 by Melanie Matthews

One way hospitals can gain a competitive advantage and attract more patients in today’s competitive healthcare industry is through centralized patient access, according to a new infographic by SCI Solutions, Inc.

The infographic provides a 10-point checklist for centralized patient access success.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th, 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: Is Your Poor Patient Experience Breaking the Bank?

July 3rd, 2017 by Melanie Matthews

Patients who receive a poor experience with a particular organization are increasingly likely to take their healthcare needs—and the revenue associated with them— to a competing facility, according to Stericycle Communications Solutions.

The infographic examines the costs associated with patient leakage and common causes of patient dissatisfaction.

UnityPoint 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.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th at 1:30 pm Eastern, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, will share 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: Patient Wait Time Trends

March 27th, 2017 by Melanie Matthews

Patients are spending less time waiting to see a doctor compared to six years ago, according to a new infographic by Vitals.

The infographic examines what has lead to decreased wait times, the effect of wait times on physician ratings and cities with the shortest and longest wait times.

Patient-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: State of the Consumer Healthcare Experience

January 27th, 2017 by Melanie Matthews

State of the Consumer Healthcare Experience

More than ever, consumers must make difficult choices while trying to navigate through a complex and fragmented healthcare system, often while they are hurting and feeling sick, stressed and overwhelmed. To better understand what people think about their role as the “CEO of their healthcare,” Accolade created the Consumer Healthcare Experience Index, which sheds light on how individuals are making health-related decisions, what’s impacting these decisions and where they need the most help.

A new infographic by Accolade examines the hurdles that patients face that can impact the patient experience and how healthcare organizations can address these hurdles.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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: Improving HCAHPS Scores Through Healthcare Design

January 18th, 2017 by Melanie Matthews

Only two of the 32 HCAHPS survey questions focus directly on the healthcare physical environment, but the patient experience is shaped by a variety of healthcare design factors that influence all survey questions, according to a new infographic by the American Society for Healthcare Engineering. Hospital layouts can affect staff responsiveness. Communication scores can improve by designing quiet spaces. Research shows patients’ perception of cleanliness can be improved with lighting, décor, and furniture choices, and that pain management is influenced by positive distractions, such as views of art and nature—concepts of active healthcare design.

The infographic examines how Cape Coral (Fla.) Hospital, part of Lee Memorial Health System, improved HCAHPS scores through patient-centered healthcare design with its “Pathway to Discovery” project.

Improving HCAHPS Scores Through Healthcare Design

Health Analytics in Accountable Care: Leveraging Data to Transform ACO Performance and Results Between Medicare’s aggressive migration to value-based payment models and MACRA’s 2017 Quality Payment Program rollout, healthcare providers must accept the inevitability of participation in fee-for-quality reimbursement design—as well as cultivating a grounding in health data analytics to enhance success.

As an early adopter of the Medicare Shared Savings Program (MSSP) and the largest sponsor of MSSP accountable care organizations (ACOs), Collaborative Health Systems (CHS) is uniquely positioned to advise providers on the benefits of data analytics and technology, which CHS views as a major driver in its achievements in the MSSP arena. In performance year 2014, nine of CHS’s 24 MSSP ACOs generated savings and received payments of almost $27 million.

Health Analytics in Accountable Care: Leveraging Data to Transform ACO Performance and Results examines program goals, platforms, components, development strategies, target populations and health conditions, patient engagement metrics, results and challenges reported by more than 100 healthcare organizations responding to the February 2016 Digital Health survey by the Healthcare Intelligence Network.

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Infographic: The Improving State of the Patient Experience

June 29th, 2016 by Melanie Matthews

Redefining the patient experience is a number one priority for healthcare organizations. Modern technology goes a long way toward improving patient interactions, according to a new infographic by CDW Healthcare.

The infographic highlights some of today’s patient experience improvements.

Intermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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: Improving the Patient Experience

July 29th, 2015 by Melanie Matthews

Some 67 percent of healthcare executives agree that the role of customer service will change more in the next two years than in the last 10, according to a new infographic by Aspect.

The infographic compares the healthcare industry’s focus on the consumer experience with other industries and the percent of healthcare organizations that offer technology-enabled customer service applications.

11 Profitable Value-Based Reimbursement Models: Lessons from Early AdoptersCMS’s ambitious agenda for moving Medicare into alternative payment models is driving the U.S. healthcare system toward greater value-based purchasing at a furious rate. Private payors also have pledged to continue to shift payments away from fee for service and into alternative payment models such as accountable care organizations (ACOs). Fortunately, many healthcare organizations are already exploring value-based payments—often a single innovation at a time—testing models that reward providers for meeting Triple Aim goals of improving patient experience and population health while reducing healthcare’s per capita cost.

11 Profitable Value-Based Reimbursement Models: Lessons from Early Adopters encapsulates nearly a dozen such approaches, from Bon Secours’ building of a business case for its multidisciplinary care team to the John C. Lincoln ACO’s deep dive into data analytics to identify and manage the care of high-risk, high-cost ‘VIP’ patients to ‘beat the benchmark’ to WellPoint’s engagement of specialists in care coordination.

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Infographic: 7 Ways to Improve Patient Satisfaction

September 12th, 2014 by Melanie Matthews

With healthcare transparency and the patient experience playing a larger role in not only the rating of healthcare organizations, but also reimbursement formulas, healthcare providers are playing closer attention to patient satisfaction levels.

Leading Reach, a patient engagement company, outlines seven strategies for healthcare providers to improve patient satisfaction levels.

7 Ways to Improve Patient Satisfaction

Value-Based Reimbursement Answer Book: 97 FAQs on Healthcare Models, Measures and MethodologyIf one trend has transformed the healthcare industry post-ACA more than any other, it is the market’s new business model rewarding value over volume. Value-Based Reimbursement Answer Book: 97 FAQs on Healthcare Models, Measures and Methodology provides a framework for healthcare’s new value proposition, with advice from thought leaders steeped in the delivery and reimbursement of value-based care.

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