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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?

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.

DLewis01_pullquote Opening Up to Patient Innovations Like Automated Insulin Delivery

Patient Engagement

Opening Up to Patient Innovation

Next-gen innovations — by new stakeholders — will need a next-gen regulatory system, and clinicians willing to adapt.

Volpp14 talk still - Knocking Down Barriers to Behavior Change

Patient Engagement

Knocking Down Barriers to Behavior Change

Seven ways to lower barriers to behavior change and make it easier to achieve better health.

The HCD Human-Centered Design Kaiser Permanente Compass

Care Redesign

Human-Centered Design and Performance Improvement: Better Together

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.

Goals for Health Care Price Transparency and How to Measure Its Success

New Marketplace

Defining the Goals of Health Care Price Transparency: Not Just Shopping Around

What policymakers, providers, and payers need to do to make price transparency successful.

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.

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