Weekly News Roundup: October 18, 2019

Improving the Patient Experience


The Top Five Essentials for Patient Satisfaction and Outcomes

Healthcare organizations are working diligently to improve patient satisfaction and the patient experience of care. After all, patient experience of care is a critical quality domain used to evaluate hospital performance under the 2016 CMS Hospital Value-Based Purchasing (VBP) Program (accounts for 25 percent of a hospital’s VBP score)-and comes with the potential for a penalty or bonus. Read More

How Technology Is Improving the Patient Experience and Health Outcomes

A fundamental truth about the healthcare system is that many avoid using it. In fact, most working-age Americans only visit the doctor an average of 3.9 times a year (as of 2010). But as the industry continues to shift toward a consumerist model of care, how do healthcare providers make a lasting, positive impact on their customers? Read More

Customer Journey Analytics: Cracking the Patient Engagement Challenge for Payers

There are moments in every patient journey in which a well-informed, well-timed intervention (e.g., phone call, personal visit, etc.) can effectively engage patients and positively influence their health-related behavior. Random engagement, however, is far less effective than analytics-driven strategic engagement. To know when to reach out and which patients to focus on, payers need an approach that leverages machine learning and big data. Read More

How New Healthcare Platforms Will Improve Patient Care

As care becomes more centered on the patient and the number of touchpoints and data inputs increases, care teams need a “single pane” view of the entire patient journey. In response, many health systems have begun to partner with a variety of CRM platforms, such as Salesforce, that have developed workflows and capabilities to meet the unique challenges of patient engagement and enable systemwide “care traffic control.” Read More