Posted on January 8, 2020 by West Corporation
Unfortunately, the truth is that many Americans say healthcare does not deliver consumer experiences that are on par with other industries. So how can healthcare organizations close the gap and deliver experiences that are more in line with patients’ expectations? The short answer is that teams need to improve communication.… Read more
Posted on December 30, 2019 by West Corporation
Healthcare providers and organizations work hard to design positive healthcare experiences for patients. Every part of an office visit—from scheduling the appointment, to the waiting room experience, to face-to-face time with patients—is carefully planned with patients in mind. But what happens between appointments? Healthcare teams put so much effort into optimizing healthcare experiences and making patients feel valued, but often the positive experiences end abruptly for patients following appointments when they are left to manage their health on their own.… Read more
Posted on December 17, 2019 by West Corporation
In 2019, millennials are expected to surpass baby boomers to become the largest living adult population in the U.S. For healthcare providers who have been intently focused on understanding and meeting the needs of baby boomers for years, it is helpful to step back and really consider what millennial patients want and expect out of healthcare experiences—particularly when it comes to communication from their healthcare team.… Read more
Posted on December 10, 2019 by West Corporation
Many Americans believe healthcare is trailing behind other industries when it comes to customer experiences. According to a West survey of 1036 adults and 317 healthcare professionals in the U.S., approximately one in three patients rate healthcare behind the grocery (30%), travel (30%), entertainment (29%), financial services (29%) and electronics (29%) industries when it comes to delivering consumer experiences.… Read more
Posted on December 3, 2019 by West Corporation
Millions of adults in the U.S. with chronic health conditions are rushed to the emergency room each year because of chest pain. When chest pain strikes, it is difficult for patients to know whether the pain is heart-related and caused by a medical emergency, or whether it is from something less urgent.… Read more
Posted on November 25, 2019 by West Corporation
Many healthcare professionals know their organization could do a better job helping patients understand and monitor their health metrics. Unfortunately, they don’t realize just how important it is to take steps to make that happen. When patients don’t know their current health metrics or their health targets, several critical things can’t happen, including:
Posted on November 19, 2019 by West Corporation
If there is a secret weapon hospitals and healthcare providers can use to improve the patient experience, it might just be patient surveys. Patient satisfaction surveys are well-known resources that providers use to gain insights into how to improve healthcare experiences. Most healthcare teams are familiar with how to use satisfaction surveys to their advantage.… Read more
Posted on November 5, 2019 by West Corporation
Healthcare providers and organizations are stepping up their game and continuing to find ways to enhance patients’ healthcare experiences. But as they work to deliver better clinical care, upgrade facilities and deliver more of what they believe patients want, one thing that is sometimes overlooked is the financial side of healthcare experiences.… Read more
Posted on October 29, 2019 by West Corporation
If you were to ask millennials what their biggest criticism is of their healthcare providers, what would you expect them to say? While this generation may wish to see a broad spectrum of changes across the healthcare industry, it’s clear that patient-provider communication isn’t currently meeting their expectations. A top complaint among this group of patients is that healthcare providers don’t communicate often enough with their patients.… Read more
Posted on October 22, 2019 by West Corporation
More adults in the U.S. are expected to use a smartwatch in 2019 than ever before. One of the factors driving consumers to purchase Fitbits, Apple Watches and other similar devices is the desire to adopt healthier habits and improve their overall health. Healthcare teams can help engaged and motivated smartwatch users to maximize the potential of these devices with targeted communications.… Read more
