Patient Experience Data in the Form of a Love Letter
By Sandra Bauman & Mary Aviles
The Society for Healthcare Strategy and Market Development Conference (SHSMD2014) is finishing up today, and during our live streaming of the conference we’ve been ‘hearing’ some compelling statistics about what patients want:
- 80% of the time, the patients’ interaction/time with a provider is most important to them. #SHSMD14
- 63% get quality information from friend or family. More than any other source. #SHSMD14
- “Leaders create the experience for employees. Employees create experience for patients.” #SHSMD14
- ‘Treats Me As A Person’ = MOST important quality patients want in health system #SHSMD14
All of these comport with our own original research, which we have recently completed using the innovative online platform, Revelation NEXT. Our objective was to better understand what women REALLY want from their healthcare experiences. In it, we asked participants to write either a love letter or a break up letter to their healthcare provider. What we got was pure gold:
Imagine how a health system that delivered experiences like that could differentiate!
Stay tuned for more of our findings from this study and check out the rest of our blog posts here.