The patient experience is a journey that touches all of us, at every point in our lives. We plan for a new addition to the family. Bones get broken. We unexpectedly get sick. Health industry players need to understand the varied and changing expectations of health consumers to build life-long personal connections and tailored services that evolve with a patient on their journey.
With rising expectations, healthcare players must advance their patient experience efforts beyond outdated patient survey questionnaires to capture critical feedback across the entire continuum of care. To inspire patient loyalty, healthcare organizations must take a modern approach by measuring each patient touchpoint and analyzing it alongside employee experience feedback collected across the employee lifecycle to gain a holistic understanding of what drives patient satisfaction + employee retention.