Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations

Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience. This raises an important question: In an industry long viewed as providing below average...

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Do Patient Comments Matter?

Do Patient Comments Matter?

Often, we find ourselves relying solely on quantitative data when making decisions. However, this could be one of the biggest mistakes when assessing measures of patient experience as the full story is not always captured with numbers. Hospitals have been analyzing HCAHPS scores to gather insight into patient experience for years but often do not know how to best understand qualitative...

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