The Customer Experience – A Little Goes A Long Way

For all the talk about customer experience in health care, it doesn't seem that much has changed over the years. In a discussion of provider experience with health plans at this week’s 2021 OPEN MINDS Management Best Practices Institute, the bar for good customer experience was “answer the phone” and “pay the claims.” In my recent article, The Low Bar, the typical consumer experience with the health care system was considered to be equivalent to the post-pandemic Uber experience—“a dawdling looking-for-driver page, a 23-minute wait and five cancellations before the 1.7 mile . . .