Why optimizing the patient experience should be on every C-suite leader's radar
Wednesday, May 29, 2019
Jason Wolf, president and CEO of The Beryl Institute, knows from personal experience how easily a healthcare organization can lose a customer. A few years ago, his wife was mistakenly billed for a $25 copay that she already had paid, and then the account was fast-tracked into collections. Despite receiving excellent clinical care, his wife vowed never to return to the organization because the experience was so frustrating.
Wolf says such stories should rattle CFOs and other C-suite leaders who do not recognize the importance of the patient experience, which The Beryl Institute defines as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
Often, it is the bookends of patients’ clinical experiences — what happens before they enter and after they leave the healthcare setting — that have the most impact on their satisfaction, Wolf says.
> Read the full HFMA article