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Healthcare Consumers

TBT: Healthcare consumers - Does the patient experience trump costs?
21 Jan

I was recently reading through PatientExperience.com, and I came across two articles highlighting a report developed by Pricewaterhouse Coopers (PwC) on the patient experience in healthcare. According to PwC – the healthcare consumer’s “personal experience is the number one reason for choosing a doctor or hospital”. It may be intuitive that someone would not make a price decision when their health is at stake, but PwC‘s study indicates that “healthcare is the ONLY industry where patient experience trumps price”.

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Think back to your most recent visit to a hospital or doctor’s office. Did the nurse who took your pulse and blood pressure wash her hands before touching you?  How often are his or her scrubs laundered and sanitized?

I received a call from one of our salesmen the other day.  He asked, “Do we make any ugly scrubs for any of our customers?”

“Say again.”

I’ve been working in the customer service department for over 14 years, and it seems like there isn’t a day that goes by where I don’t learn something new.