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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

Medicine Is Not Manufacturing

Treating medicine as just another business is to deny its soul, the essential element that has given patients comfort and relief for thousands of years.

Digital Health: USC Virtual Care Clinic

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

Better Communication Makes Better Physicians

How Adrienne Boissy and Cleveland Clinic are focusing on physician communication — and getting results.

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.

Time Is the Biggest Challenge in Patient Engagement Design Solutions into Care Delivery, but Other Challenges Are Close Behind

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.

More Time with Patients and Shared Decision-Making Are Most Effective Patient Engagement Initiatives

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.

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

Shared Decision-Making for Good Clinical Care: Better, but Not Easier

Active patient involvement and patient autonomy can be burdensome to patients, especially when they are faced with serious illness. The primary goal of shared decision-making is not autonomy, but good care that fits patients’ lives.

Patient Engagement III

Patient Satisfaction in Anesthesiology Matters

A good patient experience is part of a successful anesthetic.

Care Redesign

The Waiting Game — Why Providers May Fail to Reduce Wait Times

Waiting has emotional effects on patients, so it’s ironic that physicians often cite long waiting times as evidence of their excellence.

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