Healthcare is a powerful example of how artificial intelligence (AI) is transforming the world. There is real promise in AI-driven care, ranging from optimizing scheduling and streamlining operational processes to facilitating diagnoses, tailoring treatment plans, and personalizing care. 

Consistent with NRC Health’s call for health organizations to take a broad view of experience, this nSight focuses on the financial experience in healthcare. While the billing and payment process is not under the direct control of patient experience leaders, confusion around the process has a direct, detrimental effect on the overall perception of care. 

Healthcare brands – organizations providing healthcare – face an invisible and intimidating force: homogenization. The pandemic further knotted healthcare brands together in consumers’ minds and created a full-on brand blur.

Our July nSight demonstrated that, nationally, emotional or mental health (‘mental health’) reported by patients has been declining over the past decade. In parallel, the evolving understanding of – and willingness to talk about – mental and behavioral health has helped reduce longstanding stigmas, generating unprecedented demand for services. 

Today’s consumers have access to more information than ever before—and the power to make their own healthcare decisions. As a result, consumer insights have become a necessity.
From marketing strategies that hinge on a deep understanding of the consumer perception to patient experience initiatives based on unique needs and personal preferences, the voice of the consumer is a powerful driver in building long-term loyalty and financial success.

Employee experience and patient experience and outcomes are closely interrelated. However, many hospitals and health systems are still struggling to implement the right strategies and methodologies to elicit feedback about employee experiences and improve employee engagement.

Most healthcare organizations recognize the critical role that patient and staff experiences play in delivering high-quality care. Positive experiences don't arise by accident, however. They must be intentionally created.

Workplace violence in healthcare is a serious, complex and growing problem. Research has found that healthcare employees experience the highest rate of injury from workplace violence and are five times more likely to suffer from these injuries than other workers.

NRC Health, a recognized leader in delivering innovative solutions and data-driven insights to improve healthcare experiences, announced a new suite of next-gen AI-enabled products, along with an acquisition and new partnership, today at HUB24.

The company announced the acquisition of leading healthcare rounding technology company Nobl and a new strategic partnership with customer and employee experience management leader Medallia.