Transforming the Patient-Provider Experience
90% of Americans use the Internet, but only 25% use the patient portals offered by most hospitals. This digital disconnect impacts patient experiences and provider performance, but there is good news for providers who act to deliver rewarding online experiences.
Surprise medical bills are red-hot for regulators and legislators, even the president. Despite the challenges of finding a solution, there’s some good news for providers and their patients.
Surprise medical bills have been a big problem for patients and consumers. The government is about to turn it into a problem for healthcare providers…now what?
The trend of patient consumerism has gained a lot of steam in recent months, bolstered by administration policy proposals to force providers into more patient-friendly behavior. Successful providers must find the will to take the future into their own hands.
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Recently proposed new rules from two agencies of the U.S. Department of Health and Human Services are welcome signs of the healthcare industry’s inevitable inclusion with the rest of the consumer-driven U.S. economy. HHS’s rules represent a start, but patients are expecting much more.
Doing things yourself has always been part of the American way of life. Now, self-service options are more in demand than ever. From gas pumps to grocery store checkouts, virtually every consumer-facing business that has the opportunity to provide self-service is doing so. Healthcare providers cannot afford to ignore this trend, especially as...
Patient Experience: The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. The Beryl Institute
Last week, Thursday, Oct. 25, I attended a Beryl Institute PopUp meeting. Hosted by Kaiser Permanente, the meeting brought together patient experience practitioners from a...
Today, the financial aspects of healthcare have a major impact on both patients’ experience and physicians’ job satisfaction. When hospitals do not have sufficient technology and processes in place to resolve financial issues, conversations about cost end up getting pushed into the exam room. This takes the focus off of clinical care and...
In a recent blog, we looked at how the playing field in healthcare is changing—and becoming more competitive. As more new players and merger-driven super-competitors enter the market, incumbent healthcare providers are facing unprecedented pressure on their market share.
To defend your patient base against these disruptors, you need to provide...
The financial dimension of the patient experience is extremely important. Today’s patients know they’re responsible for a significant share of their medical costs, and they want to be able to make informed decisions about their own healthcare. However, providers need to engage patients on financial issues earlier and more effectively to meet...
