8 SEPTEMBER - 2023IN MY OPINIONIN MY OPINIONThe Earned Patient: Using Net Promoter Score (NPS) To Improve Your Patient's Experience By David Apple, Chief Marketing Officer, Intuitive HealthConsumerism is changing healthcare at an accelerated rate. In a shifting economy tinged by inflation, post-pandemic stress and fatigue, work-from-home routines, and changing lifestyles and not to mention AI-guided health information available at their fingertips, consumers want an improved healthcare experience. Specifically, they're looking for quality, convenience, and value within their healthcare journey. These factors have led to a patient-centered, retail-quality experience-transformed paradigm in healthcare. An increase in data, digital transformation, and the pressure to build a brand with stellar customer loyalty is driving providers to push past the status quo. It's no secret that the healthcare industry as a whole has been woefully slow to focus on customer service. As the digital retail model becomes more prevalent, consumers expect and demand more at every point along the care spectrum. This is shifting the focus in healthcare from treating patients to serving them. From the beginning (initial outreach and appointment) to the end (appointment follow-up and billing), patients are increasingly dissatisfied with historically accepted care models. Patients want more seamless and accessible care ­ or the right care at the right time ­ with a reduction in friction factors such as long wait times or hidden treatment costs. David Apple
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