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Experience Management 101

 

Every healthcare organization needs to act with an eye towards experience management (XM) – whether the experience is their patients’, their employees’, or their providers’. For Federally Qualified Health Centers (FQHCs) and community health centers, a solid XM strategy is especially important due to their very specific organizational needs. These needs might be HRSA grant requirements, geographical concerns, or specific to the organization’s care setting. Whatever they are, these needs inform and guide the mission of the organization. So when thinking about XM, these needs must be kept as a top priority. That way, the organization’s needs become an integral part of various initiatives such as quality improvement, service recovery, revenue retention, and reputation management.

FQHCs can and should leverage XM technology to help accomplish their mission of care. For example, cutting-edge tactics in utilizing feedback from patients, addressing patient concerns in real time, and understanding the correlation between staff satisfaction and patient experience can all drive improvement and transform an organization’s culture.

Embracing XM means focusing on more than just patient experience. Happier nurses, physicians, and other providers are going to contribute to better patient care, stronger patient relationships, and improved patient experience. By engaging in real time and managing the experience of providers and other employees via pulse surveying, 360° feedback, or annual reviews, healthcare organizations can use employee feedback to strengthen the “human connection” with their staff. These efforts will also improve an organization’s culture, and allow providers to better serve their patients’ needs.

Collecting patient feedback is a core responsibility of every healthcare organization. Improvement doesn’t mean getting more data, it means getting better data. Organizations need a comprehensive understanding of each patient’s unique healthcare journey as it unfolds. This means engaging in personalized ways with patients at important moments in their care journey. Again, the concept of real-time feedback comes into play – meaning capturing in-the-moment insights through human interaction and about human interactions. This will ultimately lead to better levels of connection and communication between an organization and its patients.   Eventually, this will all lead to better patient outcomes. They might take the form of higher levels of patient loyalty or more referrals, better online reviews or an increase in patients’ ‘likelihood to recommend’ (NPS), or even in service recovery opportunities that allow for operational improvements. XM isn’t just about happier patients and staff. It’s about managing both patient and employee experiences in thoughtful, impactful ways. Deliberate, effective XM can truly make all the difference for FQHCs and community or rural health centers.

 

About Feedtrail

With Feedtrail XM, healthcare organizations can finally deliver what matters most to patients, providers, caregivers, and employees. Our secure, cloud-based XM solutions and advanced data analytics enable customer experience teams to engage and connect with the right people at the right time; uncover prescriptive insights; and take purposeful action for driving continuous improvement and measurable results across the lifecycle of care. More than 60 innovative health systems across 4,000 sites in 14 countries already use Feedtrail to uncover explicit opportunities to improve human-centered care and advance better outcomes for people and the business of healthcare. Feedtrail is based in Raleigh, North Carolina, with offices in Los Angeles, California, and Helsinki, Finland. To learn more or schedule a demo..