The Dollars & Sense Of Consumer Experience

Here is something I’ve long believed: consumer experience in heath care matters more than anyone suspects. Over the past five years, we’ve written about the need for payer and provider organizations executives alike to focus on creating new customer service and consumer engagement strategies to remain (see A Long (Long) Way to go in Customer Service and Good Customer Service? Take A Walk In Your Consumers’ Shoes). A recent article in The American Journal of Managed Care, Drivers of Patient Experience in Medicaid Managed Care, gave real credence to this idea — showing the connection between a positive customer . . .