Concrete examples of leveling the playing field between clinicians and patients to enable shared decision-making.
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?
Improving Hospitalist Patient Experience Scores: The Importance of Physician-to-Physician Coaching and Medical Director Engagement
Case Study by Ghazala Q. Sharieff
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.
Article by Sarah Haas, Barbara Jacobs, Mitchell Schwartz & Maulik Joshi
How Anne Arundel Health System created a meaningful measure for patients and providers.
Article by Dana M. Lewis
Next-gen innovations — by new stakeholders — will need a next-gen regulatory system, and clinicians willing to adapt.
Seven ways to lower barriers to behavior change and make it easier to achieve better health.
Article by Ioulia Kachirskaia, Kedar S. Mate & Estee Neuwirth
Kaiser Permanente’s initiatives with combining HCD and PI point to the potential to improve the health care experience and outcomes of patients and providers.
Article by Ateev Mehrotra, David Schleifer, Amy Shefrin & Andrea M. Ducas
What policymakers, providers, and payers need to do to make price transparency successful.
Case Study by Jennifer Freel, Johanna Bellon & Janel Hanmer
A UPMC study demonstrates the value of PROs, but finds that physicians need to discuss that information with patients during visits.
Case Study by Daphne S. Leger
An ophthalmology provider with facilities in the greater Mexico City area is using Human-Centered Design to improve both the patient and staff experience.
Survey Snapshot: Social Support, Whether In-Person or Virtual, Is the Key to Sustained Behavior Change
Insights Report by Bob Wertz
NEJM Catalyst Insights Council members seek ways to create relationships with patients — but the hurdles are high.