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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?

Patient Engagement

Consumerism in Health Care

Will personalized interventions transform how we improve an individual’s health? A frequent-flyer expert believes that it will.

Patient Engagement

Patients Welcome IV Self-Care; Physicians Hesitate

Parkland Hospital examines barriers to acceptance of a program that teaches uninsured patients to deliver IV antibiotics at home.

Is Mass Customization a Solution Panel Clip Still

Patient Engagement

Is Customization a Solution?

How can you scale customized care?

Patient Provider Trust Connected Drives Outcomes Panel Clip Still

Patient Engagement

Connectedness Drives Outcomes

How can patients choose their health care team if they don’t know who to trust?

Patient Engagement

The Digital Experience Must Also Be a Human(e) Experience

The most humane experiences happen when we meet patients where they are by designing the types of touch points they want and need.

New Marketplace

Four Principles for Navigating Payment Reform

The changes needed in health care are happening way too slowly. Health care stakeholders must insist on value in what they pay.

Top Three Most Promising Trends to Capture the Patient Voice

Patient Engagement

Survey Snapshot: Many Different Channels to Hear the Patient Voice

Commentary from NEJM Catalyst Insights Council members on how to capture the patient voice and make hospital staff hear it.

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.

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