As the healthcare industry continues to foster patient-centered care — a care model defined by its respect for and responsiveness to an individual patient's own preferences, needs and values — it is essential for healthcare organizations to develop positive, lasting relationships with patients and consumers. In addition to the importance of these relationships on care quality, these relationships can have revenue repercussions as well.
In fact, 7 percent of patients have switched healthcare providers due to poor customer experience, according to research done by Accenture. This switching could translate to a loss of more than $100 million in annual revenue per hospital, Accenture found.
