DECEMBER nSIGHTS
Full report | AI in Healthcare: Promise and Pitfalls
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.
NOVEMBER nSIGHTS
Full report | The ‘Ouch’ Factor of Billing and Payment
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.
OCTOBER nSIGHTS
Full report | The Great Grand Blur
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.
SEPTEMBER nSIGHTS
A Closer Look at Mental/Behavioral Health
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.
JULY nSIGHTS
An Experience Perspective on Mental/Behavioral Health
Given that addressing mental and behavioral health is one of the most pressing healthcare needs in the United States, it’s essential to be clear about what these terms mean.
JUNE nSIGHTS
Moving the HCAHPS Needle
The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the national standard for collecting patients’ perceptions of their hospital experience, a relatively small but hugely important and expensive aspect of the overall healthcare picture.
MAY nSIGHTS
Appreciating the Care Team
Experience data has often been associated with bad news and admonitions to do better. But most patient comments are positive. Sharing compliments with members of the care team is a simple way to let them know the good news, a practice that can inspire them to bring their best selves to the workplace.
MARCH nSIGHTS
Turbulence, Trust, and Loyalty
At the onset of the pandemic, there was an outpouring of support for healthcare professionals and organizations.
MARCH nSIGHTS
Turbulence, Trust, and Loyalty in Pediatric Care
At the onset of the pandemic, there was an outpouring of support for healthcare professionals and organizations.
JANUARY nSIGHTS
Looking Back and Thinking Forward
In August 2022, the Human Understanding Institute started producing monthly nSights – focused briefs that use NRC Health data and expertise to illuminate issues at the intersection of healthcare delivery and Human Understanding™.
DECEMBER nSIGHTS
A Close Look at Access to Care
Access to care is a major concern for both healthcare leaders and people seeking healthcare. As noted in our September nSight, Tracking the ‘Invisible Patient’, access is a two-way street:
NOVEMBER nSIGHTS
The Power of ‘Doing’ Human Understanding
Our August 2022 nSight on Patient Perceptions of Human Understanding illustrates that people who feel they were treated as unique view the experience and delivery of care as markedly better. In preparing the nSight for November 2022, we set out to investigate drivers of brand perception in the market along with drivers of experience perception following clinical encounters.
NOVEMBER nSIGHTS
The Power of ‘Doing’ Human Understanding in Pediatric Care
Our August 2022 nSight on Patient Perceptions of Human Understanding illustrates that people who feel they were treated as unique view the experience and delivery of care as markedly better. In preparing the nSight for November 2022, we set out to investigate drivers of brand perception in the market along with drivers of experience perception following clinical encounters.
OCTOBER nSIGHTS
Understanding perceptions about wait times
Waiting is frustrating. It is especially frustrating in healthcare, where patients may be squeezing appointments into busy schedules or dealing with unexpected health concerns. Healthcare organizations are well aware that waiting is a pain point.
OCTOBER nSIGHTS
Understanding perceptions about wait times in pediatric care
Waiting is frustrating. It is especially frustrating in healthcare, where parents may be squeezing appointments into busy schedules or dealing with their child’s unexpected health concerns. Healthcare organizations are well aware that waiting is a pain point.
SEPTEMBER nSIGHTS
Tracking the ‘Invisible Patient’
This month we’re shedding light on the group of U.S. consumers who are delaying their healthcare and losing interest in re-connecting with healthcare organizations. How do you track the experiences of people who aren’t walking through the traditional doors of care?
AUGUST nSIGHTS
Patient Perceptions of Human Understanding
This month, we’re taking a comprehensive look at the impact of personalizing care by treating each patient as a unique person.