Proven Strategies
for
Measureable Impact

Our HUMAN Brand experience insights and strategies deliver measurable impact on important outcomes.

Deeper Human Insights

Regardless of the setting, human experiences that result in trust and loyalty require not only clinical competence, but also the access, empathy, respect and responsiveness that reflects genuine caring. That’s why our approach extends well beyond HCAHPS survey metrics to provide deeper insights and proven strategies that satisfy the expectations of today’s healthcare environment.

Focus & Experience Personalization

Deeper diagnostic insights enable greater focus on root causes and the personalization of patient, team member and care provider experiences. We provide actionable insights focused on the most critical pain points and stakeholders, enabling you and your team to consistently deliver care experiences that earn loyalty.

Patient Experience Impact

By understanding and addressing patients’ warmth and competence priorities and perceptions, health systems can deliver care experiences that generate double-digit increases in loyalty and outcomes. The findings of our work for a not-for-profit, regional health system with over $7 billion in assets illustrates this below.

“Our organization has been focused on patient experience as long as Medicare made 25% of their reimbursable variable based on our patient experience scores from the HCAHPS survey.” – Client

Specifically, advanced analytics of patient experience and payment data revealed that for every 1 point increase in warmth and competence perception ratings (on a 7 point scale), patient loyalty to the health system increased by .42 points. In addition, for every 1 point increase in patient loyalty ratings (on a 7 point scale), actual patient payments and visits to the health system increased by 14-16%. As a result, a focus on improving specific patient perceptions was shown to contribute significant increases in health system outcomes.

Team Member Experience Impact

While roles and experiences of team members in health systems are obviously very different from those of patients, the same foundational human perceptions still drive their emotions, loyalty and behavior. By uniquely applying the HUMAN Brand insights model from the perspective of team members, equally compelling diagnostics, focus and impact can be achieved.

Specifically, advanced analytics of team member experience and tenure data revealed that for every 1 point increase in warmth and competence perception ratings (on a 7 point scale), team member loyalty to the health system increased by .42 points. In addition, for every 1 point increase in team member loyalty ratings (on a 7 point scale), actual team member tenure had increased by nearly 10%. As a result, a focus on improving specific team member perceptions was shown to contribute significant increases in employee retention.

Care Provider Experience Impact

Care providers are critical and especially complex stakeholders in the provision of care to patients and guidance to team members. Employed care providers have very different expectations and perceptions from advanced practice practitioners (APPs). Similarly, the needs of employed physicians differ substantially from those of privately affiliated ones. As a result, one-size-fits-all approaches to provider engagement are rarely effective.

“Our organization has been focused on patient experience as long as Medicare made 25% of their reimbursable variable based on our patient experience scores from the HCAHPS survey.” – Client

Specifically, advanced analytics of team member experience and tenure data revealed that for every 1 point increase in warmth and competence perception ratings (on a 5 point scale), care provider loyalty to the health system increased by 1.2 points. In addition, for every 1 point increase in care provider loyalty ratings (on a 7 point scale), actual care provider tenure had increased by over 6%.  As a result, a focus on improving specific provider perceptions was shown to contribute substantial increases in care provider tenure.

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