Healthcare Customer Service: Are You Focusing on the Wrong Journey?
Healthcare organizations—payers, providers and anyone who serves today’s healthcare consumers—are smartly beginning to focus more attention, time and resources on understanding and mapping the healthcare consumer journey. It’s something other industries have been...
The Digital Health Issue No One Is Talking About
Consumers’ digital transformation has accelerated rapidly in the past several years. The average share of digital customer interactions has almost tripled, from just 20% to almost 60%. Whether ordering groceries online, using Zoom to connect with coworkers or paying...
Regional Lab Goes National With Volume Growth, Process Efficiencies and 66:1 ROI
Return-on-investment (ROI) success stories are commonplace these days for good reason: They prove strategies work, and that’s particularly important in healthcare right now. But ROI stories of 66:1? Uncommon. That’s why we love this story of remarkable achievement by...
Carenet Health Leaders: Consumer Trust, Experience Are Key to Progress
The world of healthcare consumer engagement and experience—from health equity and virtual care needs to the most fundamental actions of customer service— is gaining ground and beginning to undergo significant change. At Carenet Health, we believe the next several...
How to Address the Deferred Care Crisis? In-Home Care, for Starters.
When it comes to the ripple effects of deferred care, all signs point to an unsettling fact: The crisis doesn’t appear to be subsiding any time soon. The good news is that the mainstays of the COVID-19 pandemic—staying home, working from home—have also led to an...
Rebuilding the Healthcare Consumer Experience With a Focus on Trust, Satisfaction
The COVID-19 pandemic has shifted consumer expectations and behavior in just about every facet of life—from ordering groceries to conducting business meetings to scheduling appointments. Changes in the healthcare consumer experience are especially striking: More than...
Carenet Health’s 2022 Healthcare Consumer Engagement Forecast, Free to Download
Download the 2022 Healthcare Consumer Engagement Forecast to see our seven predictions and learn what your organization can do to prepare. The Healthcare Consumer Engagement Forecast is published annually by Carenet Health and is based on interviews with many of the...