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Survey: Without a Top-Notch Consumer Experience, Expect Patient Flight
About one in five consumers switched providers in the past year and nearly 90% said they did so because the organization was hard to do business with, notes a recent Accenture report.
Using Consumer Insights to Improve the Patient Experience
This article describes how organizations can approach efforts to improve the patient experience, including examples of strategies gleaned from other industries. The article also highlights how one progressive hospital—Community Hospital of the Monterey Peninsula—is using mobile and digital technology to gain insights and meet consumer needs in real time.
Uncovering Nuances in Health Care Data Analytics to Improve the Patient Experience Recording
Webinar Recordings
In this webinar, we’ll look at how OSF Health Care partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior health care experience through open access to data and community reviews.
Patient Share of Care: Measuring Patient Brand Loyalty
This presentation will provide an overview of Patient Share of Care and how to leverage it within a health system.
Creating a Unified, Competitive Brand with "Radical Convenience"
Learn how MercyOne applied ‘radical convenience’ across its connected system of health care facilities with an end-to-end digital front door strategy.
Webinars: Four Part Series on Healthcare Consumer Experiences and Expectations
Consumers’ health care expectations and experiences continue to evolve in the aftermath of the COVID-19 pandemic and there are myriad opportunities for action by legacy stakeholders and new market entrants. To draw a broader understanding of consumerism and establish a framework for action, the AHA hosted a webinar series conducted by Kaufman, Hall & Associates, LLC. This educational series is designed for hospital and health system leaders as they focus new models and resources on consumers and patients to improve access, convenience and outcomes in the post-COVID-19 environment.
Engaging Your Community In Your Digital Strategy
Best practices, successes and challenges in engaging our communities in digital strategy to maximize success in health care.
Not Another Number: Expanding Access to Care Through a Focus on the Patient Experience
Presentation Resource
Three Keys to Creating the Most Successful Mobile Strategy
Digital entry points to care are so important that they affect consumer healthcare purchasing.
Closing the Loop on Patient Feedback: Lessons from CVS Health
In a recent podcast, leaders from Deloitte Digital and CVS Health shared insights on how they are working together to quickly close the loop on customer feedback to better personalize care, respond faster to service recovery opportunities and build trust.