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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?

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.

Obesity Interventions - A Cautiously Optimistic Look Ahead panel clip still

Patient Engagement

Obesity Interventions: Looking Ahead

Experts in weight management share their optimism — and pessimism — about tackling obesity over the next decade.

Leveling the Clinician-Patient Playing Field Panel Clip Still

Patient Engagement

Leveling the Clinician-Patient Playing Field

Concrete examples of leveling the playing field between clinicians and patients to enable shared decision-making.

Phrases That Enhance Physician-Patient Communication for Scripps Health Hospitalist Groups

Patient Engagement

Improving Hospitalist Patient Experience Scores: The Importance of Physician-to-Physician Coaching and Medical Director Engagement

With the Centers for Medicare and Medicaid Services incorporating patient experience into Value-Based Purchasing metrics, hospital leaders must focus on improving this important aspect of patient care.

Time Is What Matters Measure Figure D - Time Saved Compared to FY17 Average

Leadership

Measuring Patient Quality of Life: Time Is What Matters

How Anne Arundel Health System created a meaningful measure for patients and providers.

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