How have you leveraged workflows to capture and respond to patient concerns? | XM Community
Skip to main content

Was just reading this case study from Memorial Hermann - being innovative in responding to patients in real time, using QR codes effectively! Adding a Concierge in the Emergency Department (we did this at the hospital I came from) and they are seeing a real impact. Article linked here

 

How have you leveraged non-traditional means of listening and workflows to impact the patient experience?

​@MattL This is a very intriguing case study. I think a lot of practitioners can identify with the idea of separating the outcome (successful application, treatment, purchase, etc.) from the experience. If the outcome was successful, a negative experience could still lead the customer/candidate/employee to decide not to work with the organization in the future. Likewise, an unsuccessful outcome can be tempered by a positive experience. I’d be very interested in unpacking this a bit more.

Leave a Reply


Terms & Conditions
OSZAR »