These types of positions are increasing in healthcare, and are evidence that the value of patient opinion and, by extension, patient experience, is growing.
There are several good reasons for hospitals to consider the patient point of view and begin taking steps to improve the patient experience. In fact, a study titled Customer experience in healthcare: the moment of truth1 by the Health Research Institute of PwC U.S. found that:
Considering these findings, it’s important for hospitals to take the impressions of their patients into account. And if your hospital is like most, there’s always room for improvement, starting with your hospital’s paper capture capabilities, technology infrastructure, data reporting and analytics, staff training and workflows. All of these areas can have a significant impact on patient experience — perhaps more than you may realize.
Fortunately, there are several strategies you can put into place to improve information flow within your organization, and in turn, provide a better patient experience. A few of these strategies include: