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The impact of COVID-19 on patient contact centers: how the pandemic accelerated use of outsourcing
Although most health systems have centralized call center operations, the COVID-19 pandemic forced organizations to implement alternative solutions, including outsourcing. -
How voice recognition technology is improving the patient caller experience — 5 Qs with Parlance CEO Joseph Maxwell
Efficiently handling incoming calls is a challenge for hospitals and health systems. Long hold times and multiple transfers create patient dissatisfaction, while high call volumes and outdated technology increase stress and frustration for operators and agents by making their tasks harder. -
NewYork-Presbyterian CXO Rick Evans: Updated patient experience measures are long overdue
Well over a decade ago, the way we measure patient experience was transformed when the HCAHPS survey was launched. -
Redefining patient engagement: How health systems can thrive amid digital transformation
As consumers expect healthcare experiences to be more like their interactions with tech companies, health systems have an opportunity to grow their market share, become a patient's partner for life and influence the health of their communities. -
Keeping up with the consumer: 5 insights on heeding feedback, boosting reputation score
When making purchasing decisions, consumers increasingly rely on online reviews, particularly through Google, a trend that has extended into healthcare. Although healthcare executives recognize this trend, most are struggling to take advantage of the opportunity. -
Optimize provider time to improve patient access — 3 insights from Banner Health & QGenda
Organizations without a scheduling-centric healthcare workforce management solution struggle to optimize providers' time and maximize patient access to care. These organizations often lack real-time visibility into critical provider data and have uncertainty about their capacity to provide care. -
Spectrum Health's new policy: COVID-19 patients can have visitors
Grand Rapids, Mich.-based Spectrum Health will now permit two visitors per day for hospitalized COVID-19 patients, the health system said June 16. -
Research shows that secure text messages improve patient communication, satisfaction
Text messaging changed the way people communicate, but secure text messaging is still an underutilized option in healthcare. -
5 Strong Price-transparency Lessons NRC Health Say Consumers Can Teach Hospitals
If other prices at the grocery store grew at the rate healthcare prices have since World War II, consumers would be paying $55 for a dozen eggs, $48 for a gallon of milk and $134 for a dozen oranges. That’s more than $10 per orange. -
How healthcare systems are improving the patient and provider experience
As patient expectations evolve, many healthcare organizations are experimenting with new ways to increase engagement, loyalty and trust between patients and providers. -
How the pandemic drove health systems to adopt digital tools to enhance the patient experience
The pandemic drove healthcare organizations to finally offer what patients have been requesting for years: an improved digital experience. -
Online patient reviews: Why they matter and how to improve them
Just as consumers look to online reviews to decide where they’ll go for dinner or purchase a new product, they also look to online reviews and ratings to select their healthcare providers. -
5 insights on making patient engagement a revenue driver
Over the past year, healthcare organizations have experienced financial difficulties. In response, many leaders turning their attention to cleaning up revenue cycle management processes. This work has highlighted the need for patient collection processes that deliver safety, convenience, transparency and accuracy. -
NewYork-Presbyterian CXO Rick Evans: As healthcare evolves, so does the role of experience leaders
The chief experience officer, or CXO, role in healthcare is still relatively new on the scene. -
Stanford Health Care overhauls surveys
Stanford Health Care is giving its patient surveys a makeover, with revised questions and digital options for completion so patients can share feedback immediately. -
NewYork-Presbyterian CXO Rick Evans: Access is the new patient experience
If the core of patient experience has been focused on compassion in the past, it now is also increasingly focused on convenience. -
Podium and Sharp Healthcare Partner to Modernize Patient Experience Through Text Communication and Online Reviews
Partnership will enable Sharp HealthCare to offer HIPAA compliant text-based patient communication to manage care and collect feedback and online reviews -
Patient-centricity across the continuum — How technology is helping providers realize the promise of value-based care
The healthcare sector faces a vexing dichotomy. Experts agree that patient-centric care is the key to improving outcomes and reducing costs. At the same time, many providers face challenges in delivering patient-centric care across the entirety of the traditional care continuum, especially in an environment of value-based healthcare. For providers to deliver the best possible care and to thrive in this environment, provider-facing challenges must be addressed. -
Adapting the dialogue in healthcare: Communicating with patients about financial responsibilities
Long before the COVID-19 pandemic began causing disruption and rapid change in the healthcare industry, trends like rising out-of-pocket costs and healthcare consumerism highlighted the growing importance of the patient financial experience. Many patients today are directly responsible for a significant portion of their healthcare costs, and they may want or need more information and support to help them manage these costs effectively. At the same time, they may expect some of the flexibility, convenience and personalization that are often available when making other kinds of purchases. -
Surgeons seen as better communicators when wearing clear masks, study finds
Patients were more likely to report good communication with surgeons who wore clear masks instead of standard cloth medical masks in a study published March 11 in JAMA Surgery.
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