Best Practices

Best practices

Simple and Quick Opportunities to Improve Patient Experience

Reading Time: 4 minutes Anyone who works in a hospital or many other organizations has heard the phrase “patient experience” many times over the last few years. However, when it comes to hospitals and other medical organizations, the idea can elicit a bit of annoyance, as discussed in many of our previous blog posts. Nearly every professional in the …

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When the Customer is not Always Right Part II

Reading Time: 2 minutes Last week we discussed the patient experience problem facing healthcare. Leadership and individual providers have significantly differing views of the importance of patient experience. Understanding when the customer is right, when there’s actually an issue, and when changes should be made is critical, but in most cases healthcare companies are missing the mark. This problem …

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How Patient Confidence Relates to Higher Hospital NPS

Reading Time: 4 minutes In 2018, a study asked nearly 2,000 hospital patients to offer information about their experiences. One of the things that was measured was the Net Promoter Score (NPS), while another was the current emotional state of the patient. It might seem strange to think that a patient’s emotional state has an effect on their hospital’s …

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Expert Interview Series, Episode 21: Paul Carrington, Director of Quality, Pratt Regional Medical Center

Reading Time: 15 minutes Hi, everybody. Welcome to another in our series of interviews with leaders in the patient experience world. My name is Andy Roth. I am Head of Customer Success at Feedtrail. Today we’re really excited to get a chance to talk to Paul Carrington, the Director of Quality at Pratt Regional Medical Center in Pratt, Kansas. …

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15 Stats for Loyalty, Retention, and Satisfaction

Reading Time: 5 minutes The rise of consumerism has put a great deal of pressure on Healthcare organizations across the country to improve their patient experience. Let us take a closer look at how businesses in general go about prioritizing customer experience to succeed in improving loyalty, satisfaction, and retention resulting in better business and happier consumers. By Gert …

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Expert Interview Series, Episode 17: Cheryl Kilbourne, Director of Inpatient Nursing, Wakemed Health and Hospitals

Reading Time: 12 minutes Hi, everybody. Welcome to another in our series of interviews with leaders in the patient experience world. My name is Andy Roth. I am Head of Customer Success at Feedtrail. Today I’m very excited to talk to Cheryl Kilbourne, the Director of Inpatient Nursing at WakeMed North Hospital in Raleigh, North Carolina. She and I …

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5 Practices that Improve Patient Satisfaction and Practice Performance Scores

Reading Time: 5 minutes To retain your patients, you must increase satisfaction and practice performance scores. Follow these tips to increase customer loyalty. By Gert Volmer Physician reimbursement continues to be impacted by patient satisfaction scores. At one time, only hospitals needed to concern themselves with these scores; now, however, the effect is felt by practices of all sizes. …

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Improve Patient Experience Data Collection with These 5 Steps

Reading Time: 3 minutes Improve Patient Experience Data Collection with These 5 Steps When you are looking to improve the collection of patient experience data, make sure you are doing the right things. Follow our 5 tips for immediate success. By Gert Volmer Collecting patient experience data includes gathering as much information in real time as you can. It …

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