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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?

Stacey Chang and Sean Duffy Panel Clip Still: All Health Care Interventions Fail

Patient Engagement

All Health Care Interventions Fail

High-fidelity emotional relationships on the other end of an Internet connection are the way of health care’s future.

Patient Engagement

Can Health Care Be “Built to Order?” — Making the Shift Toward Customized Care

Applying the logic of mass customization to health care can yield substantial payoffs.

Sean Duffy Talk Still: An Ether Dome Moment for Behavioral Medicine

Patient Engagement

Behavioral Medicine’s Ether Dome Moment

Good patient engagement design reduces anxiety.

Patient Engagement

Digital Technology to Engage Patients: Ensuring Access for All

To ensure that we engage the patient groups who have much to gain from the more flexible health care interactions that digital innovation can provide, we must consider issues of computer literacy, access, and trust.

Patient Engagement

Survey Snapshot: Health Care Providers on the Problems of Patient Engagement Design

Members of the NEJM Catalyst Insights Council say reimbursements must value providers’ time spent on patient engagement.

Patient Engagement

Data Graphic: CMOs and Staff Physicians Lead Patient Engagement Efforts

Survey respondents say CMOs and staff physicians head patient engagement efforts within health care organizations, but it’s important to note who does the ranking.

Nirav Shah Talk Still: Patient Time: Patient Time: Giving More of What Patients Need

Patient Engagement

Giving Patients More of What They Need: Time

In health care, we deliver very little quality when defined by a metric that matters most to patients.

New Marketplace
New Risk, New Business Models

What U.S. Hospitals Can Still Learn from India’s Private Heart Hospitals

Cost-cutting lessons are clear, so what stands in our way?

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

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