By Monica E. Oss Consumer experience is something that health and human service provider organizations most likely didn’t think a lot about ten or fifteen years ago. In the past, consumer referrals were critical to success. But the “experience” of those consumers just didn’t move the needle in terms of financial reward. But, now that consumers are paying more of the bill and have heightened expectations for convenience – and consumer experience is an essential part of payer rating systems (see “Quality” Is In The Eye Of The Beholder and Performance Ratings In The Era Of Value-Based Purchasing) – it is a different situation.…
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