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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?

Organizational Mindset Is the Biggest Barrier to Engaging Patients as Consumers

Patient Engagement

Survey Snapshot: The Patient-Physician Relationship Is Key

Both parties involved in a consumer-facing transaction have access to important information about the product or service — but this isn’t the case with health care.

What High-Need, High-Cost Patients Say About How to Reduce High Utilization of ED and Inpatient Services

Patient Engagement

High-Need, High-Cost Patients Offer Solutions for Improving Their Care and Reducing Costs

More home health care and after-hours clinics, telemedicine, and home delivery of medications are among top solutions.

Health Care Can Learn a Lot from Other Consumer-Facing Industries - Especially About Customer Service - Consumerization of Health Care

Patient Engagement

Patient Engagement Survey: Health Care Has a Lot to Learn from Consumer-Friendly Industries

The consumerization of health care continues to reshape the way that patients engage with providers and experience care. Most providers see this fundamental change in the health care model as a necessary response to changing patient demands, and have embraced the need to learn from other industries.

Integrated Care Lessons from Across the Pond - Nick Seddon talk still

New Marketplace

Integrated Care Lessons from Across the Pond

Just throwing things together doesn’t make for integrated care. If we spent more time looking at what is good about each other’s health care systems rather than what we hate, that would help move forward a seamless care experience for patients.

Bilazarian01_pullquote patient engagement both sides of the bed

Patient Engagement

Patient Engagement from Both Sides of the Bed

When patients and families are included in medical rounds as valued members of the team, the quality of care improves.

Collapse of Two Online Health Communities as Result of Removal of Users Starting from Superusers

Patient Engagement

Online “Superusers” as Allies of the Health Care Workforce

Three proposed steps for integrating peer-driven online health communities with traditional services to improve health outcomes for people with chronic conditions.

Esch01_pullquote patient activation

Patient Engagement

OpenNotes, Patient Narratives, and Their Transformative Effects on Patient-Centered Care

The development of standardized tools and techniques are enhancing the ability of providers to interact with patients, but true patient engagement requires a common understanding of its theoretical foundation and an open mind for including patients’ needs and beliefs — in their language — as part of each encounter.

Items from the Shared Decision-Making Process Survey for Elective Surgical Procedures - patient decision aids - decision quality - informed consent

Patient Engagement

Shared Decision-Making: Staying Focused on the Ultimate Goal

Despite growing acceptance and enthusiasm for patient involvement in their health care decisions, clinicians, at times, lose focus on the ultimate goal of shared decision-making: better health decisions from the informed patient’s perspective.

Porter02_SBUs and IPUs pullquote1

New Marketplace

What 21st Century Health Care Should Learn from 20th Century Business

Just as there is no such thing as good marketing or good manufacturing, there is no such thing as good primary care — it completely depends on how that care is tailored to meet the needs of patients with a particular medical condition.

MD Anderson Cancer Center PAAC Health Information Data Before and After Implementation of New EHR System

Patient Engagement

Using a New EHR System to Increase Patient Engagement, Improve Efficiency, and Decrease Cost

The University of Texas MD Anderson Cancer Center saw active participation from patients by encouraging them to document their own health information into a new EHR.

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