Are You Ready To Compete On Your Customers’ Experience?

The acknowledged importance of the customer experience to market success in health and human services is growing. Consumers now have more options for their health coverage and choice of plans, and are paying more out of pocket for their health care – the “retail” aspect of services has become increasingly important (see Going Retail! and ‘Retail’ View Of Health Care Here To Stay). And, the Centers for Medicare & Medicaid Services (CMS) is now including consumer perceptions in its “quality scores” for health care providers (see What’s New With CMS Quality Initiatives?). Now, more than ever, consumer experience and consumer . . .