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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?

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.

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.

Patient Engagement

Mentoring, Education, and Engagement: An Employee Training Technique to Improve Patient Experience and Employee Satisfaction

How open communication and one-to-one mentoring generated team spirit and a learning environment.

Patient Engagement

Consumerism in Health Care

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

Care Redesign

Patient Satisfaction Surveys

Although, not everyone agrees on exactly what or how to measure it, patient satisfaction has become an integral part of the current health care delivery system.

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.

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