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Patient Experience

Patient Experience (PX) encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.

Measuring CX vs PX Success

Increased Revenue

CX

Repeat Customers

PX

Patient Engagement

Patient Engagement

Reduced Recidivism

Reduced Recidivism

Important PX Considerations

  • Set clear actionable steps for doctors, nurses and support staff.

  • Cultivate PX Advisors & Champions

  • Look into forming a Patient Experience Council bringing together patients, doctors, nurses and administration staff.

  • Engage mobile services and omni-channel communications to better serve the different types of patient needs.

  • Utilize Touchpoint Mapping and Patient Walkthrough exercises.

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