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Patients As Customers

Customer engagement is paramount in any business, and the patient experience is what matters in healthcare. How can organizations best integrate healthcare customer service and patient satisfaction with the needs of the business?

Leadership

Reading List: Dave Chokshi and François de Brantes

NEJM Catalyst Thought Leaders weigh in on the most influential and inspiring texts of their careers.

Patient Engagement

Data Graphic: The Two Most Effective Patient Engagement Initiatives

NEJM Insights Council members say the only broadly effective approaches are time spent with patients and shared decision-making.

Care Redesign
Relentless Reinvention

Adopting Innovations in Care Delivery — The Case of Shared Medical Appointments

Given the effectiveness of group interventions, why aren’t doctors routinely using them to treat physical and mental conditions?

Patient Engagement

Patient Engagement versus Patient Experience

The difference between the two terms is muddled but important, says Cleveland Clinic’s Chief Experience Officer.

Stacey Chang Talk Still: The Hidden Truth of Patient Engagement Design

Patient Engagement

The Hidden Truth of Patient Engagement

The success of the Toyota Prius can teach us a lot about how to positively engage patients.

Patient Engagement

My Favorite Slide: When Patients Are Prevented from Engaging

If patient engagement is about action, why don’t we let them speak?

Patient Engagement

Using a “Nursing Bundle” to Achieve Consistent Patient Experiences Across a Multi-Hospital System

How Geisinger addressed inconsistent patient experience by creating a nursing bundle that helped make patients’ experiences more consistent.

Patient Engagement

Why Real-World Results Are So Challenging for Digital Health

User engagement outside of clinical trials is the critical factor.

Patient Engagement

Adding Individual Insights to the Patient Experience Toolkit

Patient shadowing, hassle mapping, and empathy mapping create insights into the individual patient experience.

Patient Engagement

Patient Innovation — Empowering Patients, Sharing Solutions, Improving Lives

Patients and their caregivers routinely devise innovations both simple and complex to make their lives easier and sometimes even improve their health. Supporting and disseminating those innovations can help make life better for everyone.

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Insights Council

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