BraveLabs

Patient satisfaction is one of the most important metrics for healthcare businesses. But improving patient satisfaction levels is not as quick as many businesses expect it to be. Introduction Healthcare organizations are constantly competing with each other. The healthcare industry may be over a $1 trillion industry, but that doesn’t stop organizations of all sizes from competing with each other to acquire and retain patients. As healthcare costs continue to increase, and the average healthcare spending per adult increases rapidly, the prize at stake in this competition also keeps rising. One of the ways that healthcare organizations can come out over a competitor is through their Hospital Consumer Assessment of Healthcare Providers and Systems or HCAHPS survey score. The HCAHPS survey measures levels of patient satisfaction and assigns a score to each healthcare organization based on the patients’ responses to the survey. While the HCAHPS survey is not the only one measuring pat...

Patient Journey Mapping is the first step for healthcare businesses to understand the complete perspective of patients during their care journey, setting the stage for introducing interventions that result in a higher quality of healthcare services.  Introduction The healthcare industry looks incredibly different today than it was just 50 years ago. Today’s customers, not just patients, are empowered to ask for more than just the bare minimum treatment in healthcare settings. The US adult on average spends nearly $10,000 a year on their healthcare, far higher than the global average, and consequently expects a quality of service that would be on far for such expenses. For healthcare businesses today, just making the patient better is no longer enough. Overall experiences of the patient play a vital factor in their satisfaction, and thus also vital for a business’s bottom line. When it comes to expectations, patients today have two major expectations when coming to a healthc...