Integrated Healthcare Experience
Revolutionizing The Way Healthcare Is Done
The Mission and Overall Summary
Integrated Healthcare Experience (IHE) is here to transform all healthcare environments to a truly comprehensive experience where patients are respected, heard, educated, and cared for in a way that expands beyond their basic physical needs to create a safe and supportive environment. This creates a healthier workplace where not only patients and employees benefit, but, in turn, will generate more overall revenue for the organization.
Growth Management
When exceptional patient and client experience is a top priority, organizations and patients will thrive. Sadly, the client experience is oftentimes seen as an afterthought. In fact, according to a study by Bain & Co, they found that industry client experience leaders experienced revenue growth nearly 2x that of their competitors over a comparable amount of time.
Experience Management
Client experience is one of the cornerstones of Experience Management. Experience Management helps organizations measure, prioritize, and optimize the experiences they provide across the foundation of businesses. Our guide provides a description of the exceptional client and patient experience centered on the six core competencies that we’ve identified.
Maintenance
Get there. Stay there. Grow there. Our careful monitoring of your growth allows us to rinse, repeat, and innovate.
"The patient experience has to include everyone, from the physician to the receptionist answering the phone, to the lab tech drawing blood. Everyone is a key player on the team and impacts the healing of the patient.”
Kristin Chrouser, MD, MPH
The 6 Core Competencies of the Client & Patient Experience at a Glance
Client Experience System
Assess the client journey, identify areas of improvement, prioritize based on urgency and ROI, deploy measures of improvement and capture feedback along the way to improve the overall experience.
Client Literacy
Gather holistic, authoritative information of clients and drive strategic initiatives to improve their overall experience.
Culture & Leadership
Gain executive support, infuse the client experience values, align departments on best practices, and track improvements.
Invested Care-Givers/ Employee Engagement
Measure and respond to employee engagement, empowering employees and instilling customer-centricity across all departments and levels.
Management System
Provide the systematic framework and standards for operational excellence that drives the implementation and success of the core competencies of the Integrated Healthcare Experience.
Continuous Refinement
Build programs that scale quickly, and test continuously to drive ongoing customer experience improvement.
The Results of an Exceptional Client & Patient Experience
Take the Assessment
Want to know how your organization ranks in relation to the best and what you can do to improve your patient experience?
Take this free assessment for a customized report of how you rank in your own client experience program scored against the six competencies of success. As part of this diagnostic, you will receive a personalized, full description of what to do to achieve the customer and financial results that truly matter.
"For an industry that’s dedicated to the health and well-being of people,
the healthcare industry, in general, is behind the times in terms of
paying attention to delivering a great experience.
That’s why I’m thrilled anytime I see a hospital or medical center that has a
dedicated ‘patient experience’ department.”
George C. Huang, M.D., founder, FreedompreneurMD.com
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