People expect fast, deeply personalised, and highly mobile experiences in nearly every aspect of their lives, including healthcare. They won’t tolerate long wait times or dismissive providers. And they won’t hesitate to share their opinions on social media, use the power of the Internet to investigate other options, or switch to a healthcare provider that offers them the kind of patient experience they expect.
This case study shows how a New Zealand District Health Board (DHB) has embedded a patient experience program to:
- Understand every aspect of their patients’ journeys
- Accurately measure patient experiences
- Quickly convert all patient data into practical, meaningful improvements