To Care is Human Broaden the Scope of What You Consider Experience
Aug 26, 2024
Stacy Palmer chats with Pattie Cuen, a Senior Vice President at Jarrard Inc. and healthcare communications pro. They delve into a consumer survey revealing what patients value in healthcare, highlighting trust as key for loyalty. Pattie stresses the importance of balancing in-person care with digital solutions, and how personal interactions build trust. She advocates for broadening the definition of patient experience to include operational factors, emphasizing that feeling heard is critical for quality perceptions.
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Convenience Attracts, Trust Retains
- Convenience and trust jointly drive where people choose and remain loyal to healthcare providers.
- Insurance and access attract patients, but trust — built over time — retains them and creates advocates.
Digital Is Necessary But Not Sufficient
- Digital tools are required to be competitive but haven't fully replaced in-person preferences.
- People remain split on virtual versus in-person visits and half still prefer phone scheduling.
Perceived Quality Is Relational
- Patients equate quality with feeling heard and cared for rather than awards or metrics.
- Metrics and accolades support messaging but rarely define perceived quality for patients.