Show, Don't Tell Patient Experience

Jacksonville Medical Center is ranked in the 99^th percentile for patient satisfaction, but drawing patient volume from larger hospitals remains a challenge, leaders say. The marketing solution: Showing instead of telling the community why JMC has top patient experience scores.

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3 comments on "Show, Don't Tell Patient Experience"

stephen.mcclure (8/11/2011 at 10:58 AM)

HCAHPS presents an opportunity for improvement as well as a challenge. HealthStream helps many of our customers understand their HCAHPS scores and find ways to raise them. Learn more about our HCAHPS expertise at: http://www.healthstream.com/solutions/improve-your-HCAHPS-scores.aspx

Steve Wilkins (8/10/2011 at 7:16 PM)

The "patient experience" for most hospitals begins with patients visiting one of their employed or non-employed physicians. People visit their primary care physicians 10 times as often as they visit a hospital ER or Inpatient unit. So what kind of "experience" are patients having in your primary care physicians' offices? For a glimpse - download a free white paper on the subject at: http://healthecommunications.wordpress.com/white-paper/ Steve Wilkins

Beth Wright (8/10/2011 at 5:07 PM)

Thanks for including Jacksonville Medical Center in your column, Anna! The staff there does an outstanding job. While their initial marketing campaign efforts didn't immediately impact the community, it did have an immediate impact on both employee satisfaction and physician and staff recruitment. And as the hospital highlights patients' experiences in the second phase of their campaign, the communication will be even more effective. As you know, it takes a significant investment of time, energy and resources to change community perception.