Patient Experience 2.0
December 28, 2016
How are the top health systems in the country redesigning Patient Experience (PX) today?
Jarrard, a healthcare communications firm, has a new study which surveyed more than 100 of the nation’s top health systems – including non-profit, investor-owned, children’s hospitals, academic medical centers, regional and national systems — and one theme consistently emerged: forward-thinking health systems are expanding their concept of PX well beyond the world of inpatient care.
One of the key findings in the report is that the battle for customer engagement begins well before customers ever set foot in your place of business. While HCAHPS is a critical first step for any PX department, it doesn’t capture the full range of factors that drive Patient Experience.
Inspired by companies like Amazon, Zappos, Nordstrom and Chick-fil-A, forward-thinking leaders are looking beyond healthcare to adopt a more complete strategy. Health systems are going to have to earn their business. This means fresh thinking and best practices from outside healthcare to create a better experience for patients, staff and leadership.
One of the innovative leaders in the study was Piedmont Health in Atlanta. Matt Gove, Chief Consumer Officer, says he is “less interested in how other hospitals are designing its patient experience. I want to know what Amazon and Chick-Fil-A are doing. These companies are the ones whose customer experience we need to emulate. We can’t ignore a service like OpenTable or the Starbucks app that lets customers order ahead. Customers deserve that same experience with their physicians.”
“Ordering ahead” should not be limited to other industries. All patients should be able to access care however it best suits their needs. Online self-scheduling for patients, driven by decision support is essential for one of the fastest growing demographics in America. And perhaps even more importantly, scheduling staff should be empowered with the referral tools to instantly schedule a patient’s next episode of care while in person or on the phone – without having to make additional calls or endure long wait times.
To learn more about MyHealthDirect’s enterprise solution for referral management and online self-scheduling, download our free guide Redefining Patient Access.