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This is what Jennifer Eaton, Research Director, Value-Based Healthcare IT Transformation Strategies, IDC Research had to say in recent research:
“To meet the needs and demands of consumers, healthcare is using technology more than ever to support meaningful, productive and engaging conversations. The use of extensive data collection and deep learning insights is supporting these efforts by uncovering individual needs and preferences which in turn creates a more engaged customer base and can lead to greater downstream health impact.
“When organizations are counting on efficiency gains and key customer satisfaction such as increased access to convenience and health information and greater provider collaboration, the foundation of future customer experience initiatives must be on delivering empathy at scale.”
In this HIMSSCast, Eaton explains what it means to empathize at a large scale, and details five steps provider organizations can take to deliver a better patient experience.
talking points:
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“Assess current customer experience competencies while examining the entire customer journey.”
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“Create a customer data map when mapping out data collection and/or integration opportunities.”
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“Make sure the customer experience as well as the experience of the healthcare team is considered.”
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“Develop an engagement/experience technology adoption roadmap and ensure analytics and reporting capabilities meet current and anticipated future needs.”
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“Make communication of empathy at scale the foundational model for all customer engagement and experience strategies.”
Using device data to improve the patient experience
Improving patient experience is a two-way street
Patient Experience: New Perspectives on Person-Centered Care
For 2023, patient experience, ‘smart’ analytics and data-driven medicine
Athenahealth focuses on patient experience in HIMSS23
Follow Bill’s HIT coverage on LinkedIn: Bill Siwicki
Email him at: bsiwicki@himss.org
Healthcare IT News is a HIMSS Media publication.
