Customer Experience
As health system leaders, this means we’ve scoped our value proposition to address patient issues — when we should really be scoping our value proposition to engage and encompass entire lifetimes. Cue health care consumerism: moving past the limited focus on the inpatient experience to truly meet…
Customizing care for seniors will gain significance as more and more baby boomers age into this varied group. Learn lessons from one health system in its multi-faceted approach to meeting the needs of Medicare/the senior population.
When large, data-driven, consumer- oriented companies such as Google and Amazon announce they are entering the health care space, hospitals and health systems must be ready to change, update, and innovate in order to continue to be successful.
The University of Vermont Medical Center (UVMMC) addresses a facility issue through "design sprint," which incorporates such concepts as "creating consumer experiences," and "being nimble to exceed the rate of change," as described in the SHSMD's report Bridging Worlds: The Future Role of the…
Facing increasing high-deductible health plan enrollment and a consolidating market, Emory Healthcare's leadership team needed to understand how their patients make healthcare decisions and the role that price played in where they went for care. To do this, Emory carried out in-depth customer…
Brookwood Baptist Health’s patients bear the burden of rising
Patients' personal investment in healthcare is higher now than ever before, and so are their expectations. In this consumerist environment, quality of experience is a prime factor in driving loyalty. This article explores both quantitative and qualitative approaches that are needed to grasp the…
Extended hours and same-day appointments are fine, but not nearly enough to give today's consumers the convenience and access they desire.
"What people really want is on-demand access," says David James, MD, CEO of Memorial Hermann Medical Group in Houston. "…They just need to get things done,…