(by Patrick Talmadge Harris – CEO & Founder, PatEx)
After viewing a few of my tweets or reading my blog posts, it’s easy to see (hopefully) that I believe the patient experience must be a top priority for healthcare organizations to achieve accountable care. The ‘experience’ (customer experience) is an often talked about topic in business and industry recently – what it means and how does it (the model) make money (revenue growth) and profitable. While we know that negative “experiences” can be “bad for business,” providing a positive experience for a healthcare customer can be far more reaching, achievable and possibly measurable in healthcare. While the ‘experience’ in the past was a somewhat abstract and intangible term, this is no longer the case in this digital age – things happen quickly and the moment matters. Even the technologist in me believes that the road to a patient management system (one as we can hope for or dream about) is a long one, those that work towards and implement one based on continuous process improvement, now, will be the healthcare leaders of the future.
