#MillenniumLive , Customer Experience , Podcast
Healthcare organizations work tirelessly to impact and improve patient experience, constantly reviewing feedback, and analyzing data to drive meaningful change. While much can be affected through traditional standardized data, there is a struggle to understand accountability and impact on an individual and real-time level. Research shows a patient may interact with 50 nurses, physicians, and support staff across multiple disciplines, making it difficult to identify areas of improvement when faced with generalized, delayed feedback. This case study examines how the real-time, individualized data in Wambi, the first and only real-time engagement and recognition system that includes all key stakeholders in healthcare including patients, clinicians, healthcare staff, and leaders, creates transparency into these individual experiences and has been shown to be an early indicator of the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) results in key communication domains, and in fact that Wambi’s patient review questions directly correlated with a hospital’s 5-10% improvement.
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