Technology is changing the way in which we live and work, and the healthcare sector is not immune to this disruptive change. The emerging ‘retailization of healthcare’ is leading to expectations of a ‘purchasing experience’ among consumers and the consumer-patient is more discerning, utilizing online and social tools to research a prospective healthcare provider.
Today’s emphasis is on high quality, low cost and convenient healthcare. Poor levels of patient satisfaction influence patient choice, their public feedback and subsequently your hospital’s HCAHPS scores and revenue.
If hospitals are to respond with agility and transform their financial position, prioritizing patient satisfaction is essential.