Patient Experience
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Mercy Earns National Honor for Excellence in Patient Experience
Prnewswire· 2025-10-15 13:40
Core Insights - Mercy has been awarded the Excellence in Patient Experience Award for the fourth consecutive year, recognized as the top large health system in the U.S. for patient experience by NRC Health [1][2][5] - The award is based on real-time patient feedback, with Mercy being one of only three health systems to receive this designation in 2025 [2][3] Company Overview - Mercy is one of the 15 largest health systems in the U.S., serving millions annually and recognized for its high-quality care and performance in Accountable Care Organizations [5] - The health system operates 55 acute care and specialty hospitals, over 1,000 physician practice locations, and employs more than 50,000 caregivers across multiple states [5] Patient Feedback and Engagement - Mercy collaborates with NRC Health to gather and respond to feedback from over 1.25 million patients each year, enhancing patient care and experience [4][5] - The feedback is utilized to improve services across various departments, emphasizing the importance of a holistic approach to patient care [3][4] Recognition and Commitment - NRC Health's award highlights the dedication of Mercy's entire team in improving patient care and experience, reflecting a commitment to listening to patients and their families [4] - Mercy's participation in NRC's Transparency program allows for sharing patient survey information, further enhancing accountability and service quality [4]
Designing Experiences with Empathy | Boris Andre Gomes | TEDxATLAS University
TEDx Talks· 2025-10-13 16:53
Core Idea - Experience design is not just a job, but an integral part of one's identity, influencing how one interacts with oneself, family, and team [8][9] - Dr Reddy's emphasizes the importance of designing experiences with the user's feelings and emotions as the starting point, rather than focusing solely on driving actions [21] - The company's experience design team aims to integrate the organization's purpose of "Good health can't wait" throughout the employee base [24] Application in Pharma Industry - Dr Reddy's uses experience design to help employees understand diseases and treatments, fostering a connection to the company's purpose [25][26] - The company utilizes visualized mechanisms of action for complex molecules to highlight their impact on patients, instilling pride in employees [27] - Experience design is applied to improve manufacturing processes by redesigning SOPs with color, structure, and formats for better memorability and execution [31] Employee Experience - Dr Reddy's focuses on the entire employee journey, from recruitment to departure, carefully curating every interaction [32][33] - The company uses gratitude sessions to promote positive feelings among team members [15][16] - The company celebrates employee birthdays and farewells with significant effort [17] Methodology - The company's approach to experience design involves understanding the desired user feelings, motivating the experience provider, and focusing on micro details [35]
How Curiosity and Humor Could Redefine the Patient Experience | Brigitte Cutshall | TEDxDeerfield
TEDx Talks· 2025-07-18 15:28
Core Argument - The healthcare industry should prioritize patient-centered care by embracing curiosity and humor to improve patient experience and outcomes [2][21][25] - Small acts of curiosity and humor can create significant positive changes in healthcare, fostering empathy and stronger connections between patients and providers [2][17][25] Patient Empowerment - Curiosity empowers patients to become active participants in their care, leading to better decision-making and reduced anxiety [4][6] - Open communication and shared experiences with other patients can provide invaluable support and a sense of community [8] Provider Impact - Humor can support mental health and reverse stress responses in both patients and medical staff [10][15] - Creating a healthcare environment that values curiosity and humor can lead to better patient outcomes and reduced burnout among healthcare providers [22][23] The Butterfly Effect - The butterfly effect illustrates how small actions, like asking questions or sharing a laugh, can deeply change the patient experience [2][6][25] - These moments of human connection have the potential to redefine the patient experience and the healthcare system itself [12][25] Call to Action - Healthcare settings should be designed for dialogue, where every question is respected and every smile is returned [22][24] - Medical professionals should be trained to prioritize emotional intelligence as a vital part of care [22]
TeleVox Unveils End-to-End Call Analytics Solution Insights360
Newsfilter· 2025-04-23 13:00
Core Insights - TeleVox has launched Insights360, a cloud-based analytics solution designed to enhance patient call experiences by analyzing every aspect from dial to disconnect [1][3] - The technology records calls within the telecom network and generates patient-centered data, focusing on the customer's perspective rather than the agent's [3][4] Product Features - Insights360 provides customized analytics to identify specific challenges in healthcare organizations, enabling smarter self-service and reduced operational costs [4] - The solution offers actionable insights, such as identifying network connectivity issues, reasons for agent transfers, and analyzing repeat calls for better resolution [4] Industry Context - TeleVox serves over 7,000 healthcare organizations, integrating its patient relationship management platform with electronic health records to facilitate two-way interactions [6] - The company has been in operation for 30 years, focusing on improving healthcare communication and reducing the operational burden on staff [6][7] Upcoming Events - TeleVox will showcase Insights360 at the Becker's Healthcare Annual Meeting from April 28 to May 1 in Chicago, where attendees can participate in live demos and workshops [5]
