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Hospitals and health systems often use the term “patient experience” to mean a multitude of things, from ensuring good clinical outcomes to developing Ritz-Carlton-like encounters. But how do actual patients define “patient experience?” In this episode, hosts Reed Smith and Chris Boyer share thoughts on a recent conference on healthcare consumerism, and then explore findings in the 2018 Consumer Expectations of Patient Experience from the Beryl Institute. The conversation extends into an expert interview with Dr. Jason Wolf, president of the Beryl Institute in which he shares ways technology can be used to enhance the customer experience.
