Financial challenges? 2017 survey says don’t overlook patient billing

Recently, the American College of Healthcare Executives released a survey of more than 1,000 hospital CEOs about their biggest concerns in 2017. The number one issue proved to be the same as it has been since 2015’s survey: financial challenges. Unsurprisingly, rising operating costs, uncollected revenue for services rendered, and intense competition are at the […]

How the Payment Process Impacts HCAHPS scores

Have you ever had a great clinical experience in a hospital or clinic, then have that feeling soured by a horrible billing process? Healthcare organizations go to every length to ensure you’re comfortable, informed, and attended to while you’re in their care. But, they fall short by ignoring customer service once you’ve left their facility. […]

It’s True, Customer Service Is Critical in Healthcare

  “It is so much easier to be nice, to be respectful, to put yourself in your customers’ shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.” Mark Cuban, Entrepreneur, Shark Tank regular, and Owner of the Dallas […]

The Three Most Important Lessons from Next Generation Patient Experience

From November 29-30 of 2017, the nation’s leading patient experience professionals met at NGPX (Next Generation Patient Experience) in San Diego, California, to discover the future of patient-centered healthcare in the United States. We were active presenters and participants at the conference, and were thrilled to share our ideas and learn from other experts in […]

How Amazon.com Has Changed Your Patient’s Expectations

Patient satisfaction has become an important consideration in healthcare, and providers have responded with a number of clinical initiatives, some at considerable cost. Yet, according to many online reviews, and in light of rising non-payment rates across the industry, today’s patients still aren’t satisfied. So why aren’t these initiatives enough? It’s because today’s patient is […]

Why the Last Impression Is the First Priority for Revenue

Many hospitals and health systems are working hard to create a positive clinical experience for patients—offering proactive service estimates, improving bedside manner, and providing online patient resources to name just a few. We’ve even heard of patients being greeted by crews of coordinated staff members like they’re shopping at the Gap. In fact, it’s common […]