Elevating the patient experience is more important than ever before. The focus in health care typically is on the patient outcome, but now the experience is becoming the outcome, especially in home health and hospice. The patient experience—and that of their caregivers and loved ones—now goes beyond the Consumer Assessment of Healthcare Providers and Systems (CAHPS) rating. In fact, 95% of patients review a health care provider online before making a selection. Patients are receiving referrals, but then vetting each referral on Google, Yelp, social media, etc.
Patients, much like customers in the product and service sectors, now have a larger voice and audience to share the good (and the bad) with their network, in addition to CAHPS. Decision-making and buying behavior has shifted. One negative review can cause an agency to lose patients directly from referrals, as well as a quick search online. In this webinar, we will uncover best practices for improving your patient experience that will reflect in your CAHPS scores, reviews and referrals. We also will discuss strategies for increasing your census without risking a lesser patient experience so you can grow fast with flexible solutions that scale with your business.
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Vice President of Marketing