Keys to delivering humanized care revealed in NRC Health’s 2023 Experience Perspective
February 15 2023 - 1:00PM
NRC Health, the leading partner in building Human Understanding
through personalized healthcare solutions and data-driven insights,
released its 2023 Experience Perspective and trends report
today. The report captures key data and insights from:
- Over 300 healthcare experience leaders
- 300,000 consumer voices - the largest online
healthcare-consumer perception study in the U.S.
- 25 million patient experience touchpoints
The 2023 Experience Perspective takes a broad view
of experience. The report highlights the power of Human
Understanding, reframes the fundamentals of experience, explores
patient perspectives on quality, gives tangible examples of how to
assess and address equity, and puts benchmarks in context. It also
identifies the top trends shaping the healthcare experience.
“Behind each of us is a story—and these are stories
that, when understood, can be a game-changer for patients and
providers alike,” said Helen Hrdy, Chief Growth Officer at NRC
Health. “Our Experience Perspective unveils how indispensable
consumer-driven improvements are for a better patient
experience.”
“Healthcare has become a series of transactions – a
problem that predates COVID and negatively affects all involved,
whether they are seeking or delivering care,” said Gregory Makoul,
Ph.D., MS, Chief Transformation Officer at NRC Health. “To humanize
care and strengthen loyalty, the focus on Human Understanding must
be intentional and consistent. This Experience Perspective provides
guidance for turning aspiration to action.”
Experience Perspective
Highlights
Human UnderstandingThe best care
focuses on what matters most to each patient as a unique person.
Data from NRC’s national Market Insights study confirm there’s room
for improvement: Only 38% of patients report that everyone
treated them as unique in their most recent healthcare experience,
yet it’s the number-one driver of Likelihood-to-Recommend and,
thus, Net Promoter Score (NPS).
Fundamentals FirstBased on
discussions with experience leaders from major medical centers, the
report offers a short list of universal strategies to productively
reframe experience, including a top-to-bottom reconnection to “the
why” of experience. It’s a simple yet foundational pathway to
better outcomes, experiences, and loyalty that elevates
organizational performance and returns joy to clinical care.
Quality: Patient
PerspectivesQuality drives better outcomes and a positive
reputation. But how do patients define quality? The report
includes new insights quality-driven organizations need to
understand to create an experience that aligns with patient
expectations.
EquityWhen patients are treated as
unique, they are more likely to obtain care that fits the context
of their lives and achieves their health goals. NRC Health’s data
reveals that preferred language significantly impacts the extent to
which patients trust providers, whether they feel listened to, and
gaps in appropriate follow-up.
Perspective on BenchmarksWhile
benchmarks help organizations compare their performance against
industry standards or their competitors, they only go so far. The
report highlights the fact that it’s just as important to focus on
actual improvement within an organization—to benchmark against
yourself.
TrendsThe report also includes a
selection of the most insightful trends healthcare leaders need to
bear in mind as they work to strengthen their organizations and
build healthier communities.
For additional insights and a look at trends to
guide work in 2023, access the NRC Health 2023 Experience
Perspective here.
About NRC Health
For more than 40 years, NRC Health (NASDAQ: NRC)
has led the charge to humanize healthcare and support organizations
in their understanding of each unique individual. NRC Health’s
commitment to Human Understanding® helps leading healthcare systems
get to know each person they serve not as point-in-time insights,
but as an ongoing relationship. Guided by its uniquely empathic
heritage, NRC Health’s patient-focused approach, unmatched market
research, and emphasis on consumer preferences are transforming the
healthcare experience, creating strong outcomes for patients and
entire healthcare systems.
NRC Health was ranked #1 for Patient
Experience Improvement in the 2023 Best in KLAS
report.
For more information,
email info@nrchealth.com, or visit www.nrchealth.com
Press Contact:
NRC Health Marketing marketing@nrchealth.com
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