醫療保健體驗管理（2024）：改善的不僅是病人的醫療保健體驗

患者體驗改善市場逐年發展。醫療保健組織最初使用標準化的回顧性基準資料來改善患者體驗，但後來轉向收集即時回饋和支援服務恢復的可自訂工具（請參閱 KLAS 報告 "2021年患者體驗改善" ）。鑑於醫療保健領域消費主義的興起，醫療保健組織現在吸引醫療保健生態系統中的其他利益相關者- 非患者家庭成員/護理人員、員工、臨床醫生、潛在消費者和患者等- 希望擴大影響力以改善體驗。這就是為什麼本報告更全面地審視醫療保健體驗管理，檢查客戶回饋並檢查供應商如何改善體驗，不僅是針對患者，而且是針對所有醫療保健利益相關者。

目錄

• 高階主管洞察力
• 供應商注意事項
• 資料指標
• 客戶訪談：詳細資訊

The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS' Patient Experience Improvement 2021 report). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report-focused more holistically on healthcare experience management-examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients.

Table of Contents

2. Executive Insights 8. Vendor Insights 15. Data Index

23. Customer Interview Details