Transforming The Customer Experience In Healthcare

Consumer experience is a top priority for health system executives. A great experience can improve loyalty and strengthen a health system's brand, supporting patient retention and Medicare bonus payments from positive HCAHPS scores. A focus on improving the consumer experience is being driven by disruptive care alternatives that attract consumers with convenience and lower costs, the digital transformation occurring in other industries that changes consumer expectations for healthcare services, and the continued shift of services outside the walls of the hospital. Stephen Mooney, president and CEO of Conifer Health Solutions, discussed this topic with four healthcare executives at the Modern Healthcare Leadership Symposium on October 11, 2018.