The Petalo Insider

Exploring innovation in Senior Care

Petalo Insider2020-05-13T16:07:05+00:00

Pillar Two of Excellent Customer Experience: Simplicity

In its 2018 annual report to Congress, the U. S. Department of Health and Human Services (HHS) argued that healthcare providers are making progress toward a more interoperable system of healthcare information management. However, providers and consumers still face significant hurdles to information access, efficient communication, and convenient integration. These obstacles impede meeting the goal of simple and effective person-centered care.2018 Report to Congress: Annual Update on the Adoption of a Nationwide System for the Electronic Use and Exchange of Health Information." The United States Department of Health and Human Services, Office of the National Coordinator for Health Information Technology. [...]

By |March 10th, 2019|Customer Experience|

Pillar One of Excellent Customer Experience: The Tailored Partnership

For centuries, consumers have measured healthcare providers by one metric: clinical outcome. Today, consumers no longer focus so narrowly. Consumers are tired of being treated as a number instead of a human being. They now expect the same personalized and frictionless service from healthcare providers as they experience at their favorite retail store or boutique hotel. This shift toward healthcare consumerism is growing, and expectations placed on healthcare providers are increasing.Today's consumer wants to drive decisions about their care, but they also want the service and opportunities presented to them to be tailored. There is an expectation that everyone on [...]

By |February 13th, 2019|Customer Experience|

Four Pillars of Excellent Customer Experience in Healthcare

The customer experience in many healthcare settings has traditionally been a fragmented and frustrating experience. Patients, residents, guests, family members, and visitors often suffer a disjointed experience because of the complexity and lack of integration between the various systems many providers utilize. Today’s consumer expects more. As Denise Lee Yohn described it, “Businesses have learned that it's no longer enough to provide a quality product at a fair price with decent service. Those are table stakes. [Today’s customers] are looking for seamless solutions, intuitive interfaces, on-demand services, and personalized interactions.”Denise Lee Yohn, “Healthcare Companies Should Design Patient Experiences Like [...]

By |January 5th, 2019|Customer Experience|

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