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The Beryl Institute News: In the News

What Patients Really Want And Why Healthcare Companies Should Care

Wednesday, October 10, 2018  
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In celebration of CX Day, the day the CXPA (Customer Experience Professionals Association) has designated to shine a spotlight on customer experience, I am sharing new insights about a type of customer experience that is growing in importance – the healthcare patient experience (PX).  PX deserves attention as changes in reimbursements are leading to more patient choice, the U.S. population ages and healthcare becomes a more regular part of our daily lives, and as technology and innovation are disrupting all aspects of healthcare.

The analysts at The Beryl Institute recently released findings from research they conducted on PX, including focus groups followed by online survey of 2,000 healthcare consumers in five countries.  Their report, Consumer Perspectives on Patient Experience 2018, reveals what patients really want and why healthcare companies need to pay attention.  They show that while those in the healthcare industry may be concerned with quality of care and extending compassion and empathy through the care they provide for patients, patients are looking for healthcare providers to acknowledge their humanity and change the nature of the interactions involved in clinical encounters to make them more human.

> Read the full Forbes article

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