Is your patient experience matching the expectations of the healthcare consumer?
The evolving healthcare consumer is seeking information on great experiences and outcomes. That's right, great outcomes and experiences, not ordinary outcomes or experiences. You are expected to care. You are expected to provide high-quality care. Telling the healthcare consumer that you provide compassionate care and high-quality medical care, is falling on deaf ears. Especially when the experience doesn't even come close to the claim. So when the healthcare consumer matches their expectations with your experience, chances are you are falling short somewhere. And in the reality of a healthcare market place that is evolving to one driven by cost, outcome and choice, healthcare consumers will bypass those hospitals, healthcare providers and insurance plans that have less than great outcomes or experiences. I am not saying that is fair, or right. It is a reality of a changing marketplace. When healthcare executives are surveyed, the majority say that patient/customer experience i...