Healthcare With Feelings: Creating the Ultimate Patient Experience

EXERCISE $1$:

The way we deliver health care has changed over the last ten and even five years. Please rank the following factors in order of importance.

Reimbursement$/$insurance

The internet

Customer awareness $($our customer expectations$)$

Cost of care

Advertising and branding

Advances in technology

Competition

Why do you think most people decide to choose our practice or any other?

Why are patients more engaged as customers than they have been in the past?

Health care has changed as have the expectations of our patients as customers. How do we need to change to remain competitive and to best support our customers?