Mediacenter

Today’s patients are no longer OK with being passive recipients of care. Patients are more engaged in their own care and more likely to do their own research, which affects their choice of healthcare provider and influences their opinions of potential treatment options. Based on intensive research conducted by Next Generation Patient Experience Executive Director Kristin Schoenstein, the Director's Report assesses the major trends shaping patient experience initiatives throughout America’s health care system. Click on the image at left to download this exclusive report!

Click the image to the left to download the attendee list and see which of your peers are attending Next Generation Patient Experience in December. If the attendee list sparks interest, don't forget to download the official Next Gen Patient Experience agenda.

Healthcare service lines require consumer touch points across numerous channels over an extended period of time. Despite our best efforts, it can be difficult to understand when and how our patients interact with us and how they really feel about those interactions. Transform patient journey building for your healthcare organization. Download Bluespire Marketing’s tip sheet for ideas on how to develop and implement effective patient journeys.

Driving significant improvements in a Customers First program is a multi-year journey with many quick wins along the way. IHS leveraged a programmatic approach to achieve its objectives, which can be summarized in five steps: Define, Listen, Act, Communicate, and Reward.  The program’s results complemented the overall IHS growth strategy and helped to deliver outstanding profitable revenue and equity value growth.  The aim of this white paper is to describe some of the key success factors of the IHS Customers First program.

Now in what experts are calling the “second wave of innovation,” the healthcare industry has experienced significant disruption over the last decade. The Affordable Care Act and other legislation have dramatically transformed how the healthcare industry delivers care. We’ve seen a shift from fee-for-service models to accountable-care models, where providers take on responsibility for a patient’s overall wellbeing, or also “value-based care.”  While providers and physician groups adjust their delivery system, consumer demand for exceptional patient experience has also picked up. Patients expect a higher level of service, communication and education, and look to engage with providers much like they do everyday consumer products.

The University of Chicago Medicine (UCM), an academic medical center located on the campus of the University of Chicago, employs nearly 10,000 practitioners and staff, and provides a full range of specialty and primary care services. At the forefront of medicine since 1927 and known worldwide for its medical science, the 550-bed facility recognized the need to elevate its patient service to match the quality of its science. In 2012, UCM seized the opportunity of new leadership and a new state-of-the-art hospital building to launch an Office of Patient Experience and deploy innovative models of care to enhance patient experience. A key best practice implemented by the medical center was nurse leader rounding, supported by the Vocera® Care Rounds solution.