Creating a successful patient experience strategy is a long-term investment in planning, surveying, training, and technology. Healthcare organizations hope these efforts will pay off at the very least with a growing base of loyal patients, better care quality, and stable reimbursement. And then there are those organizations that are turning patient experience into a movement. What’s their endgame? They intend to build state-of-the-art service-oriented cultures that rival other industries, and they are doing it through data analytics, unique communication programs, radical cultural shifts, and consumer-centric technologies.
Alan Manning has an intimate view of what it takes to provide an outstanding patient experience, not only because he has been COO of Derby, Connecticut–based Planetree for four years, but also because he spent several months in the hospital with his critically ill daughter. That pivotal experience, while traumatic, solidified friendships with his daughter’s nurses and brought him several years later to Planetree, a nonprofit organization started in 1978 by a patient who wanted to help hospitals deliver stronger patient-centered care practices. Planetree works with 700 organizations in more than 17 countries.
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This report reveals how a growing number of patient experience programs have moved beyond focusing primarily on training nurses to also include physicians and a host of nonclinical staff. Another sign of the degree to which organizations are embracing patient experience is the increasing number which feature a chief patient experience officer (or individual with similar responsibilities) on the senior leadership team. Complete this short form to download your FREE copy of PATIENT EXPERIENCE: Cultural Transformation to Move Beyond HCAHPS
Most providers are involved in at-risk payment models of one kind or another. Their experience now should help them develop expertise that will be vital when value-based payments are the norm. Among the lessons to learn today is how to benefit from closer working relationships with payers in the future. In this latest report, peer leaders examine ways to benefit from closer working relationships with payers.
Healthcare reform regulations, increasing costs, and more competition are driving employers and their health plans to focus more than ever on opportunities to reduce cost trends. For example, the country experienced a 3.0% growth in per capita gross (allowed) medical and pharmacy costs from 2012 to 2013. Truven Health Analytics anticipates those costs in 2014 and 2015 will increase by 4% to 5% or more. By taking a data-driven approach, payers can manage costs and, ultimately, make their benefit programs sustainable in the context of healthcare reform. They can also maximize opportunities to improve population health and productivity and optimize the delivery of care.
The annual Truven Health AnalyticsTM 100 Top Hospitals® identifies U.S. hospitals with the best overall performance across multiple organizational metrics, including clinical, operational, and financial. The ability of some hospitals to adapt as the industry is changing demonstrates leadership as the winners set the standards their peers seek to achieve. The study revealed that the nation’s best hospitals had a lower mortality index, considering patient severity; had fewer patient complications; followed accepted care protocols; had lower 30-day mortality and 30-day readmission rates; sent patients home sooner; provided more timely emergency care; kept expenses low, both in-hospital and through the aftercare process; and scored better on patient surveys of hospital experience
The shift to healthcare’s value-based model is being accelerated by measurable goals and an aggressive timeline. With improved patient experience as the objective, addressing root causes that impact patient satisfaction scores is crucial to success.
In October 2013, S&P Dow Jones Indices (S&P DJI) launched the S&P Healthcare Claims Indices (the indices). This new index series is designed to provide an independent, timely measure of the changes in healthcare expenditures and utilization for individuals enrolled in commercial health insurance plans in the United States.
S&P DJI developed these new indices in conjunction with healthcare professionals at Health Index Advisors (HIA), a joint venture between the premier actuarial and consulting firms Aon Inc. and Milliman Inc. S&P DJI combined its knowledge and experience in developing leading indices with HIA’s experience in the healthcare market to develop the first index series of its kind, based on actual healthcare claims data. These indices seek to increase transparency in the healthcare market and enable the analysis and tracking of changes in healthcare expenditures.
Read Part 1 of the Revenue Cycle Management Peer-to-Peer series authored by Cathy Dougherty, VP of Revenue Cycle Management at Gwinnett Health System. In this article, Cathy discusses how Gwinnett Hospital System handles the business side of caring by helping patients to understand and plan for what they owe, resulting in a positive and satisfying financial patient experience - See more at: http://www.relayhealth.com/solutions/financial-solutions
Published By: Epson EMEA
Published Date: Oct 30, 2019
The needs of business users have changed, so today’s business printers must be faster, more cost-efficient and easier to integrate than ever – all while minimising environmental impact.
There’s pressure to put more in to your business to enhance experiences, drive sales and enable, new smarter ways of working. However, if you’re looking to get more out of your business while reducing costs, you need to be investing in the right printing technology.
This guide reveals why business inkjet is the answer. And over the coming pages, we’ll explore how a simple switch can have a potentially huge business impact – positively influencing your daily operations, employees, customers, community, society and the world at large.
When building the ideal customer experience, it will be important to have cohesive, convenient, and productive customer interactions, no matter what stage of the customer journey. Technology will no doubt be at the forefront to integrate these qualities into every customer interaction at scale.
Therefore, when choosing a customer care technology like an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of technology, but to make sure that it is enhancing the overall customer experience.
We all know that the customer experience is a big deal. By
2020, customer experience will overtake price and product
as the key differentiator. But due to the complicated nature of integrating a large-scale, customer-facing technology like an IVA, many companies don’t know where to start or how to ensure they are creating the best possible virtual assistant.
We’ve compiled some key technologies and features that should be top of mind when assessing internal expertise or selecting an external vendor.
Google commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying G Suite. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of G Suite on their organizations.
Google G Suite offers a set of work applications that help organizations transform their businesses. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed eight enterprise customers with years of experience using G Suite.
Rehab programs will experience a major infux of medically complex patients, including those with neurological conditions, in the coming decades. The drastic increase is being spurred by an aging population. For instance, stroke prevalence is expected to rise by 21% by 2030, and more than 1.2 million citizens are projected to have Parkinson’s disease.
This leaves rehab leaders with one signifcant question: What can be done to prepare for the increase of medically complex patients? By evolving to meet the needs of this changing population, rehab programs can successfully meet the challenge, providing patients with the highest level of care while achieving greater performance standards.
In this whitepaper, we’ll examine the three areas that drive the greatest impact on treating medically complex patients: • Clinical staff • Tech innovation • Patient and family member experience
Published By: SendBird
Published Date: Nov 14, 2019
On this webinar, Accolade Director of Product Management, Hiren Bhavsar and Director of User Experience, Christine Eng shared how Accolade uses in-app messaging to provide better patient engagement and continual care. In this replay you will learn:
Why chat is an important piece in delivering better healthcare experience for Accolade
How Accolade went about creating a chat experiences for their members
How you can plan your in-app chat strategy
Published By: SendBird
Published Date: Nov 14, 2019
Media brands are beginning to see that while their content generates excitement, all of their
audience engagement takes place on external platforms. As a result, companies such as Facebook
and Twitter control the audience’s experience — and reap the many benefits of hosting conversations
and interactions surrounding content they did not create.
For customers, this fragmented landscape creates a disjointed user experience because they’re
forced to constantly switch between applications and risk missing the action in the process. They
use one app to consume content, another app to discuss with friends, and yet another app to chat
with the broader community.
Published By: Experian
Published Date: Sep 26, 2019
"We are in an age of unprecedented opportunity, where ubiquitous data and new technologies are shaping the world and dramatically changing the way consumers interact with businesses like yours.
The rise of fintech companies is driving competition, e-commerce has raised the bar for digital experiences, fraud is at an all-time high, and there is pressure to grow your business. You need to meet these challenges head
on and do it in a way that can scale with the increasing volume — and value — of customers. All while meeting and exceeding customer expectations.
We believe rapid, sustainable growth can be fuelled by acquiring the right customers and delivering customer experiences that align with their expectations. To succeed you need a comprehensive, unified view into your customers and their needs. As a business leader, how do you achieve these objectives? What can you do to attract and acquire new customers? What tools do you need to quickly act on insights and to make consistent, relev
Published By: Corrigo
Published Date: Nov 01, 2019
Think about all the ways your life today is different than it was ten years ago. Think about how you
shop, how you get around, how you plan travel, and how you stay in touch. So many things that used to
be a hassle are now almost effortless.
If your life feels different, it’s because you’re living in a new era – what experts are calling the 4th
Industrial Revolution. You’ve probably heard some of the more catch-phrased components – big data,
artificial intelligence, deep analytics. Some of these still seem like science fiction, but they are very real,
very active, and crucial parts of what we at Corrigo call the Intelligence Economy.
In the Intelligence Economy, data is collected, crunched, and activated to solve problems and create
greater value for customers, partners, and employees. It’s the information, insights, and automations that
enhance experiences, predict needs, strengthen connections, and deliver the right info or action at the
right time, in the right way. And the Intellig
Managing employee experiences is not about pinpointing a single event or moment. People leaders need the ability to collect feedback at every moment that matters and take action to close experience gaps. With Employee Experience Management solutions from SAP, you can use a wide range of employee listening mechanisms across a variety of engagement channels to create a “digital open door.”
Published By: ServiceNow
Published Date: Oct 23, 2019
Forrester Consulting determined the Total Economic Impact™ of IT applications—and ServiceNow believes that the results were impressive. The study delivers a framework to evaluate the real world customer experience and economic impact of switching to ServiceNow. Download now.
Are you ready for a new Recognition & Rewards Platform?
Recognition and rewards are an integral part of your company’s employee experience and engagement levels.
To determine whether an HR technology provider is the right fit for your organization, we recommend asking questions that address the various components of recognition and rewards, as well as background on the provider’s company and technology.
Download our buyers guide for the five major areas you'll need to cover before making a purchase, including:
The business value and ROI of recognition & rewards
Identifying your need and specific goals for an employee experience program
Key questions to ask engagement platform vendors
A decision checklist and a detailed comparison sheet
Two budgeting exercises to justify your investment
Published By: Smartrac
Published Date: Oct 23, 2019
Discover the unique experiences you could offer your customers using RFID technology
Find out how to get deeper insights into your products and optimize your supply chain
See how companies like Adidas are already using RFID to get ahead of their competitors