By Swapnil Jain – In healthcare, the patient experience begins long before a clinical encounter. For many patients, their first point of contact with healthcare organizations is through the call center, where questions about appointment scheduling, insurance details, and general inquiries can either provide reassurance or cause frustration.
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By Joan Butters – A KFF survey from 2023 revealed nearly one in five adults had health insurance claims denied in the previous year. On a national level, that suggests millions of disaffected patients. The growing public frustration with the cracks in our healthcare industry has exploded into a national conversation.
By Evan Steele – Patient feedback is crucial for healthcare organizations to foster continuous improvement and ensure providers maintain high standards of care. Fortunately, satisfied patients can be motivated to express their opinions.
By Katie Brenneman – Digital Transformation and Beyond. People are now turning to online options to look for solutions to many of their healthcare issues. Those capitalizing on technology will be best positioned to serve their communities.
By David Morris – Healthcare is no stranger to extensive administrative work – from billing and insurance claims to appointment scheduling and record-keeping. On average, physicians allocate 15.5 hours per week to paperwork and administrative tasks (nine of those on EHR documentation alone).
By Ryne Natzke – As the patient experience in healthcare evolves to mirror that of retail industries, it has become more essential for providers to provide patients with engaging and convenient tools throughout the care journey. For example, providers should take steps to ensure patients have clarity about every aspect of their care, including…
By Rajesh Subramaniam – Health plans strive to empower and support members during every interaction, yet the unvarnished reality is that most plans fail to strategically optimize their member experience. According to a J.D. Power study, overall member satisfaction with commercial health plans fell in 2023, driven primarily by reduced satisfaction with customer service.
By Katie Brenneman – As a healthcare professional, you always want patients to leave your office satisfied and informed. After all, happy, well-informed patients are far more likely to adhere to the care you prescribe and will buy into their treatment plan.
By Adnan Iqbal – Have you searched for something on a company’s website, then given up and called to speak to a customer service representative when you couldn’t find the answers you were looking for? This experience is all too common – especially in healthcare.