Posts Tagged ‘healthcare customer expectations’

Infographic: Unlocking the New Patient Engagement Experience

October 12th, 2018 by Melanie Matthews

The digital age is no longer about just the product—it’s equally about the customer experience, according to a new infographic by Publicis Health.

The infographic explores the shift occurring in the healthcare space to a new outcome-based economy that is powered by an increasingly digital and data-driven 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.

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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: What Customers Expect from the Healthcare Industry

May 22nd, 2013 by Patricia Donovan

What do consumers think about the healthcare customer experience?

Top-level healthcare executives are focusing on the customer experience to compete for patient loyalty and referrals in today’s unstable healthcare market. But, before they begin, they need to understand how customers perceive healthcare companies and how the customer experience impacts their decision-making. TeleTech® performed an in-depth study of healthcare customers and examined their sentiments about the healthcare experience. Their findings are reflected in this infographic.

What Customers Expect in the Healthcare Industry

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You may also be interested in this related resource: 2011 Benchmarks in Patient Satisfaction Strategies: Improving the Healthcare Consumer Experience.