Customer experience experts indicate that we have transitioned from the Age of Information to the Age of the Customer where products and services will no longer differentiate companies and organizations for the long-term. Instead, it is the customer experience that matters most. A successful methodology and practice is described to create a patient- and family-centric experience in this new age of the customer.
In late July, two prominent patient experience studies were released. The first, Structuring the Patient Experience Effort: An Inquiry of Effective Practice by The Beryl Institute, is “an investigation … focused on catalyzing an expanded dialogue on how we begin to shape a greater patient experience effort.”
The other, HealthLeaders Media Intelligence Report Patient Experience and HCAHPS: Little Consensus on a Top Priority, set out to examine how effectively healthcare organizations are dealing with ever-increasing “consumer demands” exhibited by patients today. While each study’s aim was different, a few noteworthy commonalities exist.