The Authenticx team recently attended the Beryl Institute’s ElevatePX Conference. It was exciting to be back together at this annual event! ElevatePX seeks to elevate the human experience across healthcare by bringing together a community of voices to improve the patient experience journey.
A resounding message heard throughout the event was that while the healthcare industry is being transformed, it’s important to remember that at healthcare’s core we are simply humans caring for other humans. This highlights how important conversations are in healthcare to help tell the full story of the day-to-day experiences of every single patient and healthcare worker.
5 Key Insights on Improving Patient Experience
These key insights were our team’s takeaways during ElevatePX as we learned about important considerations in improving patient experience.
1. The industry is changing and transforming
This transformation is a global effort to rebuild trust, communication, and consistency, especially after the enormous societal disruptions felt from the COVID-19 pandemic. Healthcare is grappling with a drained workforce, changing patient expectations, and identifying where those points of friction are occurring. Investing in digital tools that help curate a personalized experience for patients is rapidly emerging, while health systems are simultaneously rethinking how to provide support for their employees.
2. Rise of the healthcare consumer
How patients approach healthcare is changing. With more choice and options than ever before, health systems are seeing a rise in healthcare consumerism where patients are ‘shopping’ for an experience that works best for their needs. To help understand patient needs, feedback has become an enormously important source of insights, while also investing in digital transformation tools that help create a personalized, self-service option to engage with their providers.
3. There are different facets of patient friction
Providers are recognizing that patients have vastly different wants and needs that break down by age, community, demographic, and individualized care plan. To meet these points of friction, data insights are needed to help form a complete picture so meaningful action can be made. Patient feedback is essential to create a frictionless patient experience.
4. Empowerment comes from sound storytelling
To build an action plan, patient feedback is essential for teams to understand the full context of what is being experienced. Sharing these experiences is powerful, and storytelling can help remind leaders and teams why they started working with patients in the first place. Establishing your why can help build strategic action plans to improve patient experience. And that starts with effective data storytelling.
5. Change can be small
Healthcare is transforming and it can feel overwhelming to set wide-sweeping change in motion. Remember, it’s important to start small before scaling. Start with one question, one department, one team, one case that can take one small step forward to improve patient experience. Then build from there.
The Power of Unsolicited Feedback
Patient feedback is essential to building a frictionless patient experience across the whole customer journey. Our CEO and Founder Amy Brown led a breakout session with Terri Etnier, Senior Director of Patient Financial Navigation at IU Health, entitled Leveraging the Power of Unsolicited Patient Feedback.
This session introduced unsolicited feedback and explained how recorded conversations for calls, chats, and emails can be an important source of patient feedback by demonstrating how IU Health is using non-clinical interactions to improve their patient experience.
Amy and Terri shared how providers can strategically use conversation data channels to assess and evaluate the patient journey with conversations happening outside of the clinical setting. From the initial call to schedule an initial appointment to reaching out to pay a bill, there are many ways to leverage unsolicited feedback to drive value in your organization.
Specifically, they highlighted three ways unsolicited feedback can help provide insights:
- Forensically examine interactions. Examine conversations from two sides: both the agent and the customer to understand the whole journey experience. This helps establish consistency across the customer experience and can help enhance ways to improve processes.
- Keep a finger on the pulse of what’s happening across the industry. This includes internal process changes made by the organization, as well changes made toward your organizations (such as changing regulations or guidelines from governing bodies).
- The importance of storytelling in speaking to the head and heart. Sharing patient voices directly with leadership is a powerful way to prompt changes that both help call agents do a better job delivering a better experience and find additional resources to assist with the solution.
This session highlighted ways that patient experience leaders implement change and take action to improve patient experience. Interested in learning more about the power of unsolicited feedback? Check out this Beryl Institute Webinar: Are You Listening? Unlocking Conversational Data to Enhance the Patient Experience
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Want to learn more? Contact us!