Value-sizing The Patient Experience

The following is a guest blog post by Sarah Bennight, Marketing Strategist for Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms

In health IT, we talk about the patient experience all the time. Many of us have dedicated our entire careers to improving the patient experience. It has become so central to improving healthcare that patient-reported experience results determine a significant portion of reimbursement.
But today’s patient experiences do beg the question: are they a pie in the sky dream or something tangible that can be addressed in our organizations?
To tackle the patient experience, we have to audit all contact points to determine areas of weakness. A great way to start is by creating a healthcare consumer journey map. Identifying each point a patient could potentially interact with your organization is key to ensuring their experience will be great. Once you have identified each potential encounter, mystery shop that experience as if you were the patient to test your brand’s current performance. When determining whether or not your organization provides a great brand experience, you may find yourself comparing your performance to the top brands you work with on a daily basis.
For example, I recall a time when I studied abroad in the United Kingdom. Upon arriving in a foreign country after 22 hours of travel with little sleep, I needed to eat. I vaguely rec...

Source: EMR and HIPAA - June 8, 2017 Category: Information Technology Authors: Guest Blogger Tags: Care Management System Digital Health Healthcare Healthcare Communication HealthCare IT mHealth Patients Communication Solutions Series Health Care Communications Patient Communication Patient Experience Sarah Bennight Stericycle Source Type: blogs