As alternative health care payment models have grown in prevalence — a recent report says they accounted for 29 percent of all health care payments in 2016 — so has the emphasis placed on patients’ experiences with providers, be they behemoth hospitals or small physician groups.
That has led to several reactions, including the emergence of chief experience officers across large health care provider organizations. It also has created an opportunity for Danielle Torrez and her team at EXPHealthcare, which is preparing to launch a web-based suite of assessment, online learning and consulting services centered around company culture and customer experience.
