Innovation In Hospital Customer Experience

Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide cost-effective quality care that meets regulatory mandates and engages diverse staff members. Patient experience leaders such as The Cleveland Clinic, the Mayo Clinic (Mayo Foundation for Medical Education and Research), and Partners HealthCare Center for Connected Health provide examples of the shifts that need to occur to meet increased patient and regulatory demands across the industry. This report profiles the patient experience innovation efforts of these three leading health systems — with lessons that apply across a range of industries.