When consulting firm PricewaterhouseCoopers (PwC) conducted a national survey of over 6,000 US consumers in major industry sectors in the summer of 2012, they found several key differences between consumers’ attitudes and experiences in healthcare and other industries.
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In the healthcare industry, patient experience and patient satisfaction are more important than ever before.
Where quality was once evaluated solely on clinical care, patients, prospective patients and their family members are shopping for value and satisfaction. Decision makers have a greater concern for the overall patient experience.
No one likes to be kept waiting, especially in a hospital or doctor’s office. Few will dispute the fact that it’s important to see your physician. But when the accompanying wait interrupts our daily schedule and forces us to cancel planned activities or lose productivity at work, it’s easy to get angry, frustrated and feel […]
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- Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction January 8, 2013
- Don’t Let Your Technology Get in the Way of Patient Satisfaction October 16, 2012
- Medicare Star Ratings: Consumers Ignore But Industry Debates October 23, 2012
- Never on Thursday: Flow and wait times at the DMV vs. the ER June 1, 2016
- How to Build the Doctor’s Office of the Future Today September 5, 2017
- The Patient Journey Doesn’t Begin or End With a Warm Smile August 4, 2017
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- You Had Me at Hello: Winning with the First Word in Patient Experience June 2, 2017
- It’s Hard to Be Easy: How to Deliver Great Patient Experience May 3, 2017
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- Atiqur Rahman: Thank's,Stewart for this wonderful article,i enjo...
- Kellee Everts: Great article! I've always coached and cautioned ...
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