Dean Browell, PhD
Chief Behavioral Officer, Feedback

The most straightforward way for healthcare organizations to leverage data analytics or listening is to incorporate listening into every part of planning and operational tracking. Your patient experience, the effect of changes downstream, the challenges and self-awareness of your population are all knowable without waiting for the annual survey. 

Moreover, peers are far more honest with one another in the community than they will be on your survey as well (to wit: the prospective patient isn’t going to see your NPS score, they only see what peers have said aloud - and what’s more, you should want to know if those who say they would recommend your brand actually do. Institutions really can’t afford not to - patients are talking to one another and you’re operating in willful ignorance to not listen.

Take access to care: patients and caregivers are openly talking about everything from wait times to scheduling to MyChart and more - and it changes monthly if not daily - tracking this and incorporating this level of qualitative data into your analytics gives you a deep perspective for both marketing and operational prioritization and change.