Today, healthcare depends more than ever on patient experience (PX) and feedback. Hospital reimbursements are often tied to patient satisfaction scores measured on a nation-wide scale. But simply accumulating feedback is not enough to compete successfully. By combining existing patient experience data with advanced analytics, organizations can reveal insights that can help them assess performance, effectively identify existing gaps in their service provision from a 360-degree perspective, and ultimately prioritize the required improvements.
The Current State of PX Programs & How to Make a Difference?
There are several traditional practices that hospitals apply in their PX programs. These include patient journey mapping, measuring NPS® or patient satisfaction, industry benchmarks, demographic or rule-based patient segmentation, and social media activity. Indeed, these methods can serve as a good starting base for assessing patient experience, but they do not fulfil the more demanding requirements that today’s healthcare organizations are facing, given the fierce competition and patients’ rising freedom of choice when selecting healthcare services providers.
Building on the widely accepted standard patient experience methodologies by adding advanced analytics, organizations can take PX programs to the next level:
| Standard | Next-Level |
| Patient Segmentation: Demographics & Rule-Based |
Deep Need-Based Patient Segmentation |
| Measuring NPS & Satisfaction | Predicting Operational KPIs and NPS Linkage to Financial Performance |
| Patient Journey Mapping & Experience Assessment |
Importance Modelling and Competitive Benchmarking |
| Social Media Activity | Advanced Text Analytics of Social Media, Reviews, Blogs/Forums and Unsolicited Feedback |
