Patient Experience

In recent years, the importance of patient engagement has increased sharply.

Many adult patients may not fully understand their care plans after they are discharged from the hospital, according to The Leapfrog Group's Patient Experience Report released July 8.

Although most health systems have centralized call center operations, the COVID-19 pandemic forced organizations to implement alternative solutions, including outsourcing.

Efficiently handling incoming calls is a challenge for hospitals and health systems. Long hold times and multiple transfers create patient dissatisfaction, while high call volumes and outdated technology increase stress and frustration for operators and agents by making their tasks…

Well over a decade ago, the way we measure patient experience was transformed when the HCAHPS survey was launched. 

Humana Pharmacy announced June 17 its move to more sustainable and environmentally friendly packaging of member prescriptions. Michael Taday, PharmD, Humana Pharmacy's president of prescription home delivery, retail pharmacy and OTC, spoke to Becker's about the initiative, as well as…

A pilot program between Humana and Mom's Meals to deliver tailored meals to elderly diabetic Medicare members has yielded overwhelmingly positive results, according to a June 18 report.

As consumers expect healthcare experiences to be more like their interactions with tech companies, health systems have an opportunity to grow their market share, become a patient's partner for life and influence the health of their communities.

When making purchasing decisions, consumers increasingly rely on online reviews, particularly through Google, a trend that has extended into healthcare. Although healthcare executives recognize this trend, most are struggling to take advantage of the opportunity.

Organizations without a scheduling-centric healthcare workforce management solution struggle to optimize providers' time and  maximize patient access to care. These organizations often lack real-time visibility into critical provider data and have uncertainty about their capacity to provide care.