3 Simple Ways to Improve Net Promoter Score

Ask any marketer if they’ve heard of the term “net promoter score” before, and they'll probably say yes. But the healthcare industry may not be familiar. Simply put, net promoter score (or NPS) refers to how likely a customer is to recommend your organization, product, or service to their network.

Social Media In Healthcare: What Your Organization Needs to Know

When Twitter debuted in 2006 or Facebook in 2004, healthcare organizations weren’t exactly scrambling to establish their presence on those channels. Of course, they had no way of knowing just how pervasive platforms like these would become. Social media is omnipresent in our lives today, with 72 percent of the public using at least some type of social media.

Quality Reviews^® & SPH Analytics Partner to Offer Integrated Platform for Real-time Patient Experience, Hospital CAHPS Feedback

Today, many providers rely solely on the Consumer Assessment of Healthcare Providers and Systems (CAHPS) in order to measure the patient experience — but there are significant drawbacks to this method. It's true that CAHPS scores can have an impact on your organization’s ability to attract new patients and receive funding.

Patient Engagement Best Strategies to Follow in 2022

The patient experience is quickly taking center stage within healthcare. It’s vital to start encouraging patient engagement within your healthcare facility. You want them to not only visit your facility but to invest the time and resources in themselves to maintain their overall health.

Top 5 Benefits of Real-Time Actionable Feedback in Healthcare

Healthcare involves a variety of nuanced ways of communicating between you as the provider, and employees and patients. Technology has improved communication methods in recent years by including real-time web-based platforms.

How We’re Helping Providers Prioritize Employee & Patient Safety During COVID-19

It’s been nearly a year since COVID-19 emerged as a global health threat. In that time, the world has been turned on its head in many ways. For instance, social gatherings have been canceled and wearing a mask outside of your home is absolutely essential. The novel coronavirus has changed nearly every facet of daily life, from the way we socialize to the way we work and more.

Modernizing CAHPS: The Time Has Come

Since July 2007, hospitals have been required by CMS to collect, submit, and publicly report patient satisfaction surveys through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) in order to receive full Medicare payment. Unfortunately, to the detriment of more timely and accurate data,

A Recipe for Change

Healthcare organizations today are hungry for change, especially when it comes to putting the emphasis on patients and their needs — and giving clinical staff the tools to do it. A 2019 NEJM Catalyst leadership survey of more than 700 healthcare executives and clinicians shows that while a transformation is underway at many facilities,

More Than A Mantra

With healthcare awash in consolidation and increased competition for patients, it's not surprising that quality, safety and service sat at the top of their list of concerns; after all, healthcare today is a consumer-focused, retail business and, as a result, the biggest market share often goes to the provider with the most polished or convenient product.

Is Your Patient Experience Goals Data Actionable?

Is your patient experience goals data actionable? Physician bedside manner. Facility cleanliness. Nurse response time. These are just a few of the factors that influence how patients feel about their healthcare experience. If a patient has an issue, you'll likely hear about it. But will it be too late?

These Are the Top Millennial Healthcare Preferences

While the healthcare industry has long focused on the needs of baby boomers and Gen X, only recently have millennials — individuals born between 1982 and 2000 — become a key demographic for many healthcare organizations. But as they grow older, millennials make up an increasing portion of the patient population.

Service Recovery 101

Embracing healthcare consumerism starts by incorporating patient preferences into every part of the organization — from billing to technology, to facilities and administration, and human resources to clinical decision-making. It can be overwhelming.

HCAHPS Scores -Measuring the Patient Experience

Hospitals have a lot riding on HCAHPS scores. Used by providers since 2006, the HCAHPS survey allows patients to rate hospitals on a wide range of issues like clinician communication, pain management, discharge information, and hospital cleanliness. These publicly available survey scores can impact hospitals in a big way,