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 […]

Why Healthcare Needs to Adapt to Consumer Expectations

Consumers know that we live in a world that’s subject to change. Take home repairs for example. Everyone who owns a home understands that one repair often and unfortunately leads to another. You get your furnace serviced for $75 and find that a $500 part needs to be replaced. The hassles of bids, estimates and […]

Bad Debt Doesn’t Have to Get Worse for Health Systems

If providers are able to adapt to a different collections model Even with current “best practices,” health systems collect less than 35% of patient financial liabilities. Trends in the healthcare industry have shifted greater financial liability onto the patient. The ACA and rising prevalence of high-deductible plans have increased patient copayments by 34%. As patients are […]