mommyjenlin

CMS has proposed that 30 percent of a healthcare providers quality incentive payment be based on patient experience. Using the HCAHPS patient satisfaction data as the experience measure, hospitals, associations, satisfaction vendors have generally come out opposed for a variety of reasons, some valid, some just nonsense. This is where Customer Experience Management (CEM)applied to healthcare comes in. However, and let me be clear about this, CEM is more than just looking at your patient satisfaction scores. Satisfaction data can be important in pointing out areas of needed experience improvement, but it is just one data source. What you really need to do is talk to your customers. That's right, talk to your customers with one caveat. Do not talk to your customers until you have analyzed your satisfaction data. If you haven't analyzed your satisfaction data please see my book How to Use Patient Satisfaction Data to Improve Healthcare Quality . Do not talk to your customers unt...

Before we go much further, I would like to make a correction in terminology. In an interesting discussion on LinkedIn, a physician pointed out that Experience Management is applicable to physicians as well. I had assumed that individuals understood via earlier posts. My mistake. Using the word patient places models and systems in boxes in which we tend to forget, that this is applicable across all customer segments. Going forward I will no longer write about Patient Experience Management, but about Customer Experience Management (CEM) applied to healthcare.   The time has come to see people as they really are, whether they be doctors, insurance companies, individual, donors, patients etc., as individual customers with experiences that we need to understand like never before to improve quality and reduce cost. To quote Paul Harvey..."Now for the rest of the story"..... Customer Experience Management is understanding your customer and their experiences so thoroughly, that you ...

There are any number of reasons for beginning the Experience Management movement. Many of my readers have more or less begun some type of Customer Experience Management (CEM) or Patient Experience Management (PEM) process. So this post is really for those who still need some prodding in the hospital and health system segment of the healthcare industry and most specialty pharmacies to a large extent. Consumer Choice of Provider is Based in Experience In a McKinsey study published in November 2007, McKinsey Quarterly -A Better Hospital Experience , they found that the majority of 2,000 commercial insurance and Medicare patients surveyed would change hospitals to receive a better experience. It was also shown that only 20% of a patients choice is based on the clinical care experience or reputation, 41% is on the nonclinical experience while the remaining 39% is based on doctors recommendation. The most surprising finding, was that of the 100 physicians also surveyed, that they are ...

Happy New Year everyone. Welcome to 2011 and a new decade! There is an increasing amount of activity in what healthcare organizations are calling Patient Experience Management (PEM). Patient Experience Management is not a new concept. In reality, it is Customer Experience Management partially applied to healthcare. Customer Experience Management (CEM) first appeared 13 years ago in an article published by the Harvard Business Review authored by Pine and Gilmore. The concept proposes that by managing the entirety of the customer experience from first contact to purchase or use, that you can move a customer from satisfied to loyal and then from loyal to brand advocate by actively managing the experience. It is based on thoroughly understanding the customer. Essentially end-to-end management of the chain of events that an individual experiences . Since that time CEM has grown and evolved to became an important business requirement. This is a critically important topic for healthcare....