IDC Research's research director for value-based healthcare IT transformation strategies, Jennifer Eaton, had this to say in recent research:

"To meet consumer needs and demands, healthcare is using technology more than ever to support meaningful, productive and engaging interactions. Using comprehensive data collection and deep learning insights is further supporting these efforts by highlighting individual needs and preferences that in turn creates a more engaged customer and can lead to greater downstream health impact.

"While organizations are counting on efficiency gains and prime customer satisfiers like convenience and greater access to health information and greater provider collaboration, the foundation of future customer experience initiatives must be built on delivering empathy at scale."

In this HIMSSCast, Eaton explains what empathy at scale means, and details five steps provider organizations can take to deliver a better patient experience.

Talking points:

• "Assess current customer experience competencies while examining the complete customer journey."

• "Create a customer data map while mapping out data collection and/or integration opportunities."

• "Ensure that the healthcare team's experience is considered along with the customer experience."

• "Develop an engagement/experience technology adoption roadmap and ensure analytics and reporting capabilities meet current and anticipated future needs."

• "Infuse empathy at scale into the foundational model for all customer engagement and experience strategies."

More on this topic:

Using device data to improve patient experience

Improving the patient experience is a two-way street

Patient experience: new perspectives on person-focused care

For 2023, patient experience, 'smarter' analytics and data-driven medicine

Athenahealth focuses on the patient experience at HIMSS23

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