Hospital execs turning to EHRs, patient portals to improve patient experience

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Sixty-nine percent of hospital executives consider enhancing the healthcare consumer experience as the first or second most important strategic priority their organization has for this year, according to a recent survey.

Sage Growth Partners, a healthcare research, strategy and marketing firm in Baltimore, conducted the survey, which was commissioned by healthcare navigation company Docent Health. For the report, Sage Growth collected responses from 100 healthcare executives about how their organizations are trying to improve their patients' experiences.

When asked which technologies their hospitals have implemented to improve consumer experience, survey participants said:

· Phone calls: 93 percent.
· EHRs: 90 percent.
· Patient portals: 83 percent.

To boost improvement in patient interactions, 70 percent of participants said their hospital has brought on additional staff and physician training. Thirty-two percent of respondents said their organization has implemented an executive role, such as chief experience officer, whose sole responsibility is to improve consumer experience.

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