Igniting Human Understanding: Jackie Stevens

One of the obstacles to improving the consumer experience in healthcare is timing. Most provider organizations don't solicit feedback until after the appointment is over. "The traditional approach is to measure experience after an encounter or after someone leaves the hospital," Jackie explains. "Asking 'how did we do?' puts organizations in a reactive stance where they can't do anything but apologize if things didn't go well and try to make sure that problem doesn't happen again. [...]

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