In today's healthcare environment, it is more crucial than ever that hospitals keep the patient's viewpoint in mind, said Deborah VanCleave, vice president of revenue cycle at St. Joseph, Mo.-based Mosaic Life Care.
"The word 'experience' is key. It's the patient’s language vs. what we've come to know in healthcare jargon — episode or encounter. Patients are consumers who, even when seeking medical care, have a benchmark in mind," she said. "As we at Mosaic Life Care have undergone our transformation to a lifestyle company during the last few years, we've been purposefully conscious of speaking in the patient's language versus getting caught up in our own jargon."
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