Identifying the difference between customer and patient experiences in healthcare and why they shouldn’t be confused is integral to organisations delivering their services to people. Healthcare ...

If you’ve ever called a hospital only to be put on hold, you know the frustration. Imagine calling to schedule a doctor’s appointment and hearing, “All our agents are currently busy; please ...

Gertrude’s Children’s Hospital. By initiating customer engagement, they are actively working on getting closer to their customers by gauging how they truly feel about their service delivery.