The patient experience encompasses much more than the time spent as a patient at your facility. It begins with awareness and information seeking and extends long after discharge and receiving the final bill.
Today’s healthcare organizations understand the importance of the patient experience and its impact on business goals. From appointing a Chief Experience Officer to supporting process improvement, more and more health care leaders are implementing initiatives to focus on patient experience improvement.
Three premier organizations in healthcare marketing and benchmarking research teamed up to conduct a national survey of leaders from various healthcare providers to gain insight into the best practices they employ to manage their patients’ experience and how they view this somewhat new concept.
This research reveals many positive trends in experience management and identifies key priorities for further development of patient experience strategies. It sheds light on the importance of patient experience management as an organizational strategy rather than a one-off, isolated initiative.
The purpose of this research is to identify some “best in class” practices used to achieve excellence in patient experience management. This white paper highlights the key findings from the research and webinar used to present this research with added commentaries not shared via the report.