Navigating generational experience gaps in modern healthcare

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. 

As Gen Z employees become a larger part of the healthcare workforce, the different ways they prefer to experience work, compared to their older colleagues, present novel challenges for health systems

Ensuring great healthcare experiences for both patients and providers is critical to addressing workforce-related challenges and driving growth.

Leader rounding is critical to patient care, outcomes and experience. However, traditional rounding practices often fall short of providing the insights organizations need to deliver excellent results.

Patient feedback is crucial for those healthcare organizations that are truly committed to improving the patient experience.

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.