Many healthcare providers feel that the term Patient Experience is too close to Customer Experience. Why would that be bad?

1. “Patient Experience” Is a Bad Word?
Educate, Engage, Empower

2. A lot of articles, blogs and posts suggesting that the term
“Patient Experience” is inherently bad because it is
derived from the term “Customer Experience”.
Their focus is the word “Customer” which to them means
a sale is involved and that a Patient is not buying
anything, they get treated. These people need to look
broader into what the “Customer Experience” really
means.

3. Companies and brands develop their
version of the Customer Experience. And
no matter what the company calls the
person a “customer”, “guest”, “shopper”,
“consumer” or “member”, their ultimate
goal is to make sure they are providing the
right products/service, at the right time, at
the right place in order for the customer to
decide to utilize their offerings.
They use appealing designs, proper
lighting, appropriate colors, attractive
offers, and more to send the right
messages to their target audience.

4. This is not very different than
what a health system conveys
to their community- that they
have the right
products/services, at your
time of need, at the right price
in order for their potential
patients to choose their health
system over another.
They use their facilities, staffs,
technologies, awards, etc. to

5. When most patients think of
price, they think of “Does that
health system take my
insurance?” and “How much do I
have to pay after insurance?” -
not $9 filler injections.
They want to make sure they
chose a system that fits what
they want out of their
healthcare- typically

6. That is not unlike a customer who chooses to purchase
from Neiman Marcus versus Sears, Target vs. Walmart, or
Kroger vs. Whole Foods. They have a group of ideals that
need to be met before they make a purchase decision,
whichever retailers’ offerings are most in tune with that
customer’s needs will get the purchase.
Choosing to go to the place that offers the best stuff at the
best locations at the best price is logical. Why wouldn’t
every person want that with every facet of their life?

7. To learn more, contact us
at 856-520-8655 or
jim@haloheals.com