Salesforce Unveils Patient 360 for Health innovations for More Efficient Patient Care
By Alex Gaw November 18, 2022
By A new platform from Salesforce, Patient 360 for Health innovations, aims to help lower healthcare costs for patients while delivering more efficient care for them, according to a recent Salesforce announcement. Designed to be cost-efficient and to...
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Medallia Medicare Stars Solution Strives to Improve Patient Experience Ratings
- By Andrew Broderick July 5, 2022
By Patient experience measurement reveals dynamic tensions and differences in the motivations behind what healthcare organizations measure for and why. For some it reflects the strategic pursuit of excellence in improving processes and outcomes, while...
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Healthcare Providers Compelled to Adapt or Wither in a Fast-Changing World
- By Andrew Broderick April 19, 2022
Consumers have greater virtual access to care than ever before, but remain overwhelmed by the proliferation of choice and unconvinced that their healthcare experiences as consumers have improved. The market entry of non-traditional healthcare...
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Personalizing the Patient Experience Is the Future of Competitive Advantage
- By Andrew Broderick April 7, 2022
Since 2008, the University of Utah Health (UTH) has listened to the voices of its patients. At that time, UTH laid down a challenge to its leadership to improve the patient experience with the call to action that medical care can only be great if...
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New Strategic Mindsets to Reframe, Rebrand, and Revolutionize Healthcare
- By Andrew Broderick March 31, 2022
In the natural scientific world, the principle that form is function refers to the direct relationship between the physical structure of a living system and the way that it functions and survives. The same design principle holds true when one...
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Customer Operations: Building Blocks to Transforming Patient Experience
- By Andrew Broderick March 18, 2022
The role of customer operations, which refers to the service and back-office business activities that organizations rely on to fulfil customer experiences (CX), are key building blocks in healthcare organizations’ capacity to efficiently...
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Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy
- By Andrew Broderick March 14, 2022
The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...
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Unblinding Healthcare Strategy to Transform Patient Experience
- By Andrew Broderick March 10, 2022
In driving down costs and capturing recurring revenues, consumer loyalty is becoming a driver of profitability for health systems. But care access remains a barrier for many Americans. And challenges with patient care access matter for patient...
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Patient Experience Management Reimagined
- By Andrew Broderick March 4, 2022
Healthcare experience management is being reimagined. It starts with organizations understanding the patient journey and setting patient expectations to realize opportunities that build individualized, positive relationships. Doing so effectively...
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Patient Experience Measurement Evolves with Healthcare Consumerism
- By Andrew Broderick March 1, 2022
KLAS Research’s Patient Experience Improvement 2021 report with payer and provider customer satisfaction ratings of patient experience (PX) measurement and improvement solutions ranks Press Ganey, Qualtrics, and NRC Health as the top three...
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Recognizing Workforce Experiences to Operationalize Patient Experience
- By Andrew Broderick February 24, 2022
A key determinant of patient experience (PX) outcomes in healthcare lies with the organizational capacity to implement PX solutions and integrate them effectively within the workflow across the patient journey. Achieving this goal is challenged by...
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The Role of Contact Centers in Improving Patient Experiences in 2022
- By Andrew Broderick February 21, 2022
A recent webinar with Steve Leaden, president and founder of Leaden Associates, which designs enterprise communication strategies for US healthcare organizations, and Patty Hayward, head of provider and payer strategy at Talkdesk, provided insight...
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