Do Patients Want WOW or Do They Just Want It to Work Consistently?

This week I’ve been blessed to be able to attend the Qualtrics X4 conference focused on experience management.  This user conference brings together Chief Experience Officers from multiple industries with healthcare playing a major part. (Side Note: Colin is covering the event from a marketing and patient experience perspective on HITMC as well)  The event is particularly interesting because their product literally forces us to listen to patients and employees.  Just that simple mindset shift means you have different conversations. A great example of this was shared by Jeff Logan, VP, Patient + Market Experience at Providence, who shared this really interesting framework for building trust (click here to view a larger version of the image): Interesting model for trust at @providence Many aspects of what we do is it just needs to work. It doesn’t have to be an overwhelmingly WOW experience. #qualtricsX4 @Qualtrics pic.twitter.com/HRunKtg63Z — John Lynn (@techguy) March 9, 2023 It’s such an interesting concept to consider.  Logan is right that sometimes we try to overthink what really needs to be done.  Sure, it’s great if you can create a WOW experience for patients.  However, there are plenty of things in healthcare that can’t be made into a WOW and patients don’t want them to be a WOW.  They just want the thing to consistently and reliable work.  They want it to solve the problem that they need resolved. What’s powerful a...
Source: EMR and HIPAA - Category: Information Technology Authors: Tags: C-Suite Leadership Communication and Patient Experience Health IT Company Healthcare IT Hospital - Health System Accenture Employee Morale Experience Management Experience Measurement Jeff Logan Patient Listening Providence Qualtri Source Type: blogs