Concept of ‘Patient Experience’ Pervades
We here at (e)Merge have been working for years at improving patient experience for our clients. Lately, it suddenly feels that the entire industry is getting in the groove of this concept! Imagine our delight when this month’s Health Grades Outstanding Patient Experience Awards were announced, and hundreds of acclaimed hospitals started boasting about the accolade. Though this is not the first year for the award, more recipients are garnering local news coverage for it and broadcasting it themselves.
It’s refreshing to see systems build their marketing around another part of healthcare the patient craves, as most medical marketing boasts the best medical results, the latest technology or the newest facilities. Though great care and tools are essential, it is the experience that gives many hospitals an edge in today’s consumer-driven market.
A great example we found is Our Lady of Bellefonte Hospital, which received the honor 3 years in a row. Last year they created a nice commercial out of the honor, staying ahead of the curve by marketing their patient experience. This year, they are again ahead of that proverbial curve, already creating and distributing a commercial featuring their 2010 award!
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