HBI’s newly released 2019 Price Transparency Report seeks to help answer this question. It features two independent studies that show how organizations’ performance with price transparency is not yet where it should be. In one study, HBI examined the websites of 272 hospitals and found that approximately 49% are not fully compliant with CMS’ 2019 […]
Tag: Patient Experience
How the Healthcare Supply Chain Can Impact the Patient Experience
Date:
November 4, 2019
Category:
Supply Chain
At first glance, the impact supply chain has directly on the patient experience may seem more obscure than unequivocal. Certainly, the supply chain often plays an important role in ensuring positive clinical outcomes—through proper vetting of new devices and holistic value analysis efforts, for example—and containing care costs, but these factors are often not characterized […]
You Changed My Mind – Empathy Can be Taught
By:
Noelle Wysocki
Date:
July 2, 2019
Category:
E-Learning
Filed under:
custom, customer service, empathy, experience, face-to-face, Healthcare, Patient Experience, respect, Revenue cycle, satisfaction, training, workshop
How HBI is helping one organization communicate with empathy, internally and externally. “Word of mouth says that our staff don’t treat each other very well. And we’re slowly losing patients to competitors.” This is what one client said to us over a year ago. And we’ve heard similar statements from so many other organizations across […]
That Was Terrible! I’m Going to Tell Everyone!
By:
Samuel DePaz
Date:
June 27, 2019
Category:
Custom Services
Filed under:
Learning, Patient Experience, Patient Satisfaction, RC Management, Revenue cycle, Social Intelligence, training
Think about the worst visit to a healthcare professional you have ever experienced. Did it involve getting a surprising and large bill several months later? Rude staff members on the phone? Lack of empathy and caring throughout your care? Who did you tell about it? Your friends? Your Facebook Friends? Your Twitter-verse? Right now, the […]
Pulse Check: Price Transparency
Now that the CMS has stated that prices for all items and procedures must be posted online, it is important to ensure patients understand what these prices mean to them. We’ve seen healthcare organizations be effective creating a financial assistance committee that can partner with the community to determine the most efficient way to communicate […]
Pulse Check: Secret shopping is essential to understand and mitigate poor patient satisfaction scores from HCAHPS and Press Ganey
Date:
October 17, 2018
Category:
Custom Services
Filed under:
HCAHPS, mystery shopping, Patient Experience, Patient Satisfaction, Press Ganey, Pulse Check, secret shopping
Are your HCAHPS scores, Press Ganey results, and other patient satisfaction indicators telling you that the patient experience is not living up to your organization’s mission, vision, and values? HCAHPS and Press Ganey are great for pointing out that a problem exists, but they fail to reveal the underlying reasons for the negative impressions. You […]
Pulse Check: Standardizing the Patient Experience
By:
Andrew Minten JD
Date:
October 10, 2018
Category:
Custom Services
Filed under:
Call Center, Patient Calls, Patient Experience, Patient Satisfaction, Pulse Check, Schedgistration
Recent work here at HBI has had me thinking about how detrimental it is to your organization when the patient experience is poor. My colleague Elisabeth Callahan has written in the past about the importance of giving the patient a good first impression. Our most recent webinar featured the work Hospital Sisters Health System did […]
“Self-service” Does Not Always Mean “Future-Forward”
Last week, self-scheduling was in the spotlight as Ascension rolled out its campaign to build awareness around its convenient access feature. Visit Ascension’s online scheduling feature and you’ll see the choices patients have to select their insurance (including self-pay), location, and care type. Need to see available times at an Ascension emergency room nearby? The […]
Pulse Check: Importance of Ensuring Patients’ First Call is a Positive Impression
Date:
February 21, 2018
Category:
Custom Services
A patient’s first impression can make or break you in the business of healthcare. And patients have more power than ever to take active roles in deciding where to receive their services. Tarnish a patient’s experience from the get-go, and risk losing that business. Like so many of these patients, my own first impression of […]