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2 min read
Customer Experience
The Only Solution to a Great Customer Experience is a Connected Solution
I love running. Lately, though, I have struggled with a sore knee. So last week, I booked an appointment with my clinic, and then went in for an MRI. Almost immediately, I noticed something surprising about the way they had structured the patient experience. It wasn’t the reception area – that was c...
2 min read
Public / Healthcare / Patient experience
Why waiting time is more than a metric in the patient experience
In April, the U.S. Department of Veterans Affairs launched a website called Access to Care that relays patient experience metrics like wait times at its clinics. It also compares VA hospitals against other medical facilities in a region on measures like how quickly a veteran can get an appointment a...