9 One of the main reasons that consumer experience initiatives fail is that leaders believe they already have the data they need to guide decisions. Input from patients or members, along with input from family members, caregivers, providers, and the staff that will actually implement change, is critical to your success. PRO TIP: Learn fromExisting Data. Analyze existing data through the lens of the consumer to identify improvement opportunities. Some examples of operational and consumer experience-based data to consider include: Operational data (e.g., scheduling times, wait times, billing cycle times, etc.) Call center data (e.g., type of call, type of patient or member, by geography, hold times, etc.) CAHPS scores Net promoter score (NPS) Audit results Complaints and grievances Patient and member satisfaction survey data Enrollment and retention data Digital tool usage (e.g., average response time, average resolution time, website analytics, etc.) Be aware that these types of data alone do not tell the full story. A deeper understanding of consumer needs through consumer research is required.
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