Archive for the ‘Customer Service’ Category
February 26th, 2020 by Melanie Matthews
Different generations want different experiences in healthcare. Giving the same patient experience across the board no longer works, according to a new infographic by Etactics, Inc.
The infographic drills down into what different generations want in healthcare.
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.
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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Have an infographic you’d like featured on our site? Click here for submission guidelines.
Tags: baby boomers and healthcare, healthcare for millenials, patient experience, Patient Satisfaction
Posted in Consumer-Driven Healthcare, Customer Service, Infographics, Patient Satisfaction | Comments Off on Infographic: Generational Differences in Healthcare
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.
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.
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.
Tags: health plan design, healthcare consumerism, member satisfaction
Posted in Consumer-Driven Healthcare, Customer Service, Infographics | Comments Off on Infographic: Consumer Satisfaction with Health Insurance Hinges on Cost, Tools and Communication
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.
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.
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.
Tags: healthcare billing, healthcare payments, medical billing, patient experience, patient payments
Posted in Consumer-Driven Healthcare, Customer Service, Digital Health, Health IT, Infographics, Patient Satisfaction | Comments Off on Infographic: The Correlation Between Patient Experience and Patient Payments
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.
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.
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.
Tags: hospital performance metrics, Hospital Value-Based Purchasing Program, patient experience, Patient Satisfaction, value-based purchasing
Posted in Consumer-Driven Healthcare, Customer Service, Hospitals, Infographics, Patient Satisfaction, Value-Based Reimbursement | Comments Off on Infographic: 5 Recommendations for Improving Patient Experience
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.
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.
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.
Tags: healthcare information technology, healthcare technology, patient experience, patient-centered experience
Posted in Customer Service, Healthcare Trends, Infographics, Patient Satisfaction | Comments Off on Infographic: Are You Investing in the Right Patient Experience Technology?
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.
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.
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.
Tags: increase patient satisfaction, patient check-in, patient experience, patient intake management
Posted in Customer Service, Healthcare Administration, Healthcare Trends, Infographics | Comments Off on Infographic: Transforming Your Patient Check-in Process
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.
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.
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.
Tags: digital healthcare, healthcare consumers, Patient Engagement
Posted in Customer Service, Healthcare Trends, Infographics, Patient Engagement | Comments Off on Infographic: Staying Ahead of the Digital Health Curve
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.
As 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.
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.
Tags: healthcare customer service, patient experience, Patient Satisfaction
Posted in Customer Service, Healthcare Trends, Hospitals, Infographics, Patient Satisfaction | Comments Off on Infographic: Healthcare Service Recovery 101
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.
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.
Tags: healthcare consumerism, healthcare consumers, virtual care
Posted in Consumer-Driven Healthcare, Customer Service, Healthcare Trends, Infographics | Comments Off on Infographic: 2019 Consumer Insights and Trends in Healthcare
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.
As 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.
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.
Tags: clinical care improvements, healthcare efficiency, patient intake management, Patient Satisfaction
Posted in Customer Service, Infographics, Patient Satisfaction | Comments Off on Infographic: 7 Ways Patient Intake Drives Success for Health Systems
