ELEVATING THE PATIENT EXPERIENCE THROUGH BRAND COMMUNICATION

Elevate’s cofounder featured in PM360’s Experts on Call series

For years, the importance of patient satisfaction has been a key topic of conversation in the healthcare space—and for good reason. Patient satisfaction supports patient loyalty and compliance. It also has the potential to optimize clinical outcomes and reduce malpractice complaints, and has even been used in the hospital setting and along the continuum of patient care to determine compensation from payors.

But when it comes to the overall patient experience, patient satisfaction is just the beginning. Recently, Frank X. Powers, Elevate’s cofounder and PM360’s resident expert on championing healthcare challenger brands, had the opportunity to discuss the nuances between the two for PM360’s Experts on Call feature.

Although patient experience can influence patient satisfaction, the terms have very different meanings. Powers explains, “While patient experience reflects the interaction between patient and professional, it is also where disconnect can happen between healthcare professionals (HCPs) and patients, negatively affecting the experience and missing the opportunity to meet common goals.”

Healthcare brands that are able to bring together patient expectations, satisfaction, and HCP expertise have the power to educate, enlighten, and provide a different perspective—one that ultimately leads to better care and a better experience for patients and HCPs alike. The way brands bring this to life could take on many forms: encouraging deeper dialogue about a condition, providing essential details to make informed decisions, or making HCPs more aware of the patient’s perspective, to name a few.

At Elevate, we’ve been fortunate to help several targeted HCP campaigns improve the patient experience. To learn more and see real-life examples, read the full article here.