Browse All

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?

PROs Associated with Better Top-Box Satisfaction Scores at UPMC

Patient Engagement

Better Physician Ratings from Discussing PROs with Patients

A UPMC study demonstrates the value of PROs, but finds that physicians need to discuss that information with patients during visits.

Improving Scores Through Human-Centered Design

Care Redesign

Designing and Implementing Better Patient Experiences

An ophthalmology provider with facilities in the greater Mexico City area is using Human-Centered Design to improve both the patient and staff experience.

Different Means of Initiating and Sustaining Behavior Change

Patient Engagement

Survey Snapshot: Social Support, Whether In-Person or Virtual, Is the Key to Sustained Behavior Change

NEJM Catalyst Insights Council members seek ways to create relationships with patients — but the hurdles are high.

Tina Freese Decker

Leadership

Cultivating “Systemness” to Create Personalized, High-Reliability Health Care

Becoming a high-reliability health system that is personalized, efficient, and effective means making some tough choices.

HaH-Plus Program Reduces Patient Days Spent in Health Care Facilities in Final 180 Days of Life

Care Redesign

Hospital at Home–Plus Reduces Days Spent in Hospitals and Other Inpatient Facilities

Patients enrolled in Mount Sinai Health System’s HaH-Plus program spend about one-third as many days in health care facilities as inpatients in the last 180 days of life.

SLUCare General Internal Medicine Interactive Voice Response - Patient Access

Care Redesign

Creating a Holistic Approach to Patient Access

To get beyond simplistic measures such as increased patient appointments or decreased lag days, operations administrators and physician champions must develop effective partnerships.

Chou01_pullquote_Time to Start Using Evidence-Based Approaches to Patient-Provider Communication

Patient Engagement

Time to Start Using Evidence-Based Approaches to Patient Engagement

Clinicians must acknowledge that there is a dramatic difference between learning a concept about patient-provider communication and learning the actual skills for effective execution.

Steps for Deploying Nudge Unit in Health Care

Patient Engagement

Nudge Units to Improve the Delivery of Health Care

Key information and important choices are constantly being presented in health care. Yet often the frames or default options used are selected without attention to strategic goals.

Patient Engagement

What Is Telehealth?

Telehealth: The delivery of health care, health education, and health information services via remote technologies. Read about telehealth technologies, services, and reimbursement issues.

Volatility Among Top Health Care Spenders

New Marketplace

Consistently High Turnover in the Group of Top Health Care Spenders

Despite the myth of frequent fliers in high-cost health care, most of the top 5% of spenders were not in the top 5% the year before.

Connect

A weekly email newsletter featuring the latest actionable ideas and practical innovations from NEJM Catalyst.

Learn More »

Insights Council

Have a voice. Join other health care leaders effecting change, shaping tomorrow.

Apply Now