The Net Promoter Score (NPS) is a key metric for measuring loyalty and satisfaction traditionally from customers; however, patient feedback is equally important for healthcare organization change and improvement. It is based on a simple survey question that asks respondents how likely they are to recommend a product or service to a friend or colleague, using [...]
CX and PX Training Gives Graduate Credits BETHLEHEM, PA, October 22, 2020: Today, CX University (CXU) and Moravian University jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience. CXU offers fully online courses in Customer Experience (CX) that teach the 6-pillars [...]
Dear Colleagues and Friends, I hope this message finds you safe and well. As Patient Experience professionals, these last few months have been tremendously difficult. We have gone through extraordinary measures while navigating ever changing guidance to keep our patients, staff, ourselves and our families safe. To decrease the spread of COVID, we have found and [...]
As a former CEO and Registered Nurse, I understand the challenges in achieving the goals to create a patient-centric culture, improving the patient experience metrics of HCAHPS and meeting the requirements of Value-Based Purchasing. My innovative work in the early nineties about front-end redesign and my continuing passion for creating a patient-obsessed culture has led me [...]
PX Academy (PXA) opens its digital doors with the launch of its website and online training options in Patient Experience (PX) practice. As a subsidiary of CX University, PXA focuses on the concepts driven from Customer Experience by promoting positive patient and family experiences in the healthcare industry. Pulling from best practices in Customer Experiences, PX [...]