Trends in Patient Service Strategies: Improving Customer Satisfaction with Technology

Trends in Patient Service Strategies: Improving Customer Satisfaction with Technology examines how healthcare organizations are leveraging technology advancements in an attempt to meet the increasing demand for patient satisfaction. This unique research report delves into the technologies and strategies used by healthcare organizations as they develop patient-centric service delivery policies, as well as the challenges they face with adoption, including issues of privacy, cultural resistance, and technology infrastructure. Combining research gathered from hundreds of healthcare information technology industry professionals, Trends in Patient Service Technologies also offers insight into plans, budgets, and satisfaction with vendor partners.

Trends in Patient Service Strategies looks at a variety of technologies that help healthcare organizations deliver higher levels of customer service, including:

• Relationship management systems
• Patient portals
• Communications tools (email and chat)
• Web-based scheduling
• Kiosks
• Smart cards
• Personal Health Records (PHRs)

Full of data and illustrated by dozens of charts and graphs, Trends in Patient Service Strategies also provides a special examination of Personal Health Records and their related issues. It discusses the relationship between PHRs and Electronic Medical Records (EMRs), PHR formats, distribution issues, organizational strategies, and funding models.

SECTION 1
Executive Summary
Methodology

SECTION 2
Demographics
Types of Organizations Represented
Executives and Professionals
Physician Offices and Ambulatory Care Organizations

SECTION 3
Customer Service Strategies
Key Issues, Drivers and Challenges
Leadership and Responsibility
Evaluating Patient Experiences
Evaluation Tools Other than Software

SECTION 4
Patient Service Technologies
Patient Portals
Adoption and Upgrade Plans
Interactive Portal Features
Communication Tools
E-Mail Messaging and Chat
Dietary Menus
Patient Environment
Patient Scheduling
Web-Based Scheduling
Streamlining the Processes Surrounding Care
Kiosks and Smart Cards

SECTION 5
Personal Health Records
EMRs and PHRs
Access to PHR Data
PHR Formats
Distributing and Maintaining PHRs
Organizational Strategy
Underwriting PHRs
Challenges and Ratings