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	<title>CustomerEXP / Healthcare Experience / Catalyst Healthcare Research</title>
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		<title>Making Social Media Work for Hospitals</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2012/01/25/making-social-media-work-for-hospitals/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2012/01/25/making-social-media-work-for-hospitals/#comments</comments>
		<pubDate>Wed, 25 Jan 2012 19:17:46 +0000</pubDate>
		<dc:creator>Dan Prince</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[brand research]]></category>
		<category><![CDATA[health care blog]]></category>
		<category><![CDATA[hospitals]]></category>
		<category><![CDATA[Mayo Clinic]]></category>
		<category><![CDATA[patient experience]]></category>
		<category><![CDATA[social media]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=507</guid>
		<description><![CDATA[Hospitals may be one of the last hold-outs in adopting social media. And understandably so.  Hospitals deliver complex products and manage highly sensitive information about their “customers”.  Engaging in social networks, online bulletin boards and blogging seems daunting – both in the sheer management of it and the privacy and legal implications. Mayo Clinic  jumped in when brand research revealed that “word of mouth” was a key influencer in directing patients to them. ]]></description>
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		<title>Online Bulletin Boards Connect with Difficult-to-Reach Consumers</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2012/01/15/online-bulletin-boards-connect-with-difficult-to-reach-consumers/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2012/01/15/online-bulletin-boards-connect-with-difficult-to-reach-consumers/#comments</comments>
		<pubDate>Mon, 16 Jan 2012 02:46:15 +0000</pubDate>
		<dc:creator>Dan Prince</dc:creator>
				<category><![CDATA[Customer Experience]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=497</guid>
		<description><![CDATA[Bulletin board discussions offer a cheaper, faster and better way to survey difficult-to-reach populations. Participants can respond when they wish and can take more time to think through and type out their answers. The conversational approach encourages them to "bounce off" other participants' comments, which lends its own set of insights. But perhaps most critical to the research process – bulletin boards offer a familiar, non-threatening place for people to talk about issues and topics that are meaningful to them.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>While States Drag Their Feet on Exchanges, Plans Have More Time to Get Ready</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2012/01/05/while-states-drag-their-feet-on-exchanges-plans-have-more-time-to-get-ready/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2012/01/05/while-states-drag-their-feet-on-exchanges-plans-have-more-time-to-get-ready/#comments</comments>
		<pubDate>Fri, 06 Jan 2012 01:31:41 +0000</pubDate>
		<dc:creator>Dan Prince</dc:creator>
				<category><![CDATA[Customer Experience]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=472</guid>
		<description><![CDATA[With state health insurance exchange (HIX) implementation mandated by 2014 and many states dragging their feet, HHS has awarded $220 million in grants to help states move closer to implementation and extended the deadline six months for them to apply for establishment grants. This delay means that health plans have more time to improve infrastructure and enhance the customer experience.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Hoping I have a &#8216;home&#8217; when the time comes</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/12/16/hoping-i-have-a-home-when-the-time-comes/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/12/16/hoping-i-have-a-home-when-the-time-comes/#comments</comments>
		<pubDate>Fri, 16 Dec 2011 13:34:45 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=459</guid>
		<description><![CDATA[Ever since I first heard the phrase 'medical home,' I have been entranced with the concept.]]></description>
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		<title>Doctors Can Be Right &#8211; And Still Be Wrong, If They Don&#8217;t Consider The Patient&#8217;s Experience.</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/11/30/doctors-can-be-right-and-still-be-wrong-if-they-dont-consider-the-patients-experience/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/11/30/doctors-can-be-right-and-still-be-wrong-if-they-dont-consider-the-patients-experience/#comments</comments>
		<pubDate>Wed, 30 Nov 2011 15:25:12 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=445</guid>
		<description><![CDATA[I haven't had much personal experience as a patient lately (Knock on wood!), but I have spoken several times to a friend whose 85-year-old father has been in and out of hospitals a lot in the past four months. Recently, her father has been making a very slow recovery after another seven-day hospital stay followed by a 14-day nursing home stay.]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Moving from Treating Illness to Promoting Wellness: Why the Healthcare System Must &#8220;Get Real&#8221; to Get Results</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/11/16/moving-from-treating-illness-to-promoting-wellness-why-the-healthcare-system-must-get-real-to-get-results/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/11/16/moving-from-treating-illness-to-promoting-wellness-why-the-healthcare-system-must-get-real-to-get-results/#comments</comments>
		<pubDate>Wed, 16 Nov 2011 12:35:31 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=427</guid>
		<description><![CDATA[A lot of my reading lately is taking me back to the theme of how the healthcare system needs to move out of hospitals, doctors' offices and insurance company headquarters and into the community if it's going to make a real dent in society's biggest health problems.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How America Denies Its Obesity &#8211; and Why Some Doctors Aren&#8217;t Calling Us Out on It</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/11/04/how-america-denies-its-obesity-and-why-some-doctors-arent-calling-us-out-on-it/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/11/04/how-america-denies-its-obesity-and-why-some-doctors-arent-calling-us-out-on-it/#comments</comments>
		<pubDate>Sat, 05 Nov 2011 00:44:45 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=404</guid>
		<description><![CDATA[In a recent National Public Radio blog post, 'Workplaces Feel the Impact of Obesity,' author Jennifer Ludden writes that obesity costs U.S. employers $73 billion a year. On top of that, they are having to use pickup trucks as company 'cars' to accommodate plus-size drivers, replace toilets when wall-mounted ones collapse and spend big money on big office chairs. A spokesman from chair manufacturer ErgoGenesis told Ludden that sales of their 'bariatric' chair, for workers up to 600 pounds, are brisk. ]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>2014 changes will make our poor health literacy an even bigger problem &#8211; especially for health plans</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/10/28/2014-changes-will-make-our-poor-health-literacy-an-even-bigger-problem-especially-for-health-plans/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/10/28/2014-changes-will-make-our-poor-health-literacy-an-even-bigger-problem-especially-for-health-plans/#comments</comments>
		<pubDate>Fri, 28 Oct 2011 23:59:48 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=396</guid>
		<description><![CDATA[Health literacy is a problem that confronts nurses, doctors and hospital staff every day. It's going to be an even bigger problem for healthcare professionals when millions of currently uninsured Americans flood into the system in 2014. But the organizations that may feel the most pain when the floodgates open are the health plans.]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Improved patient experience is ACO goal &#8211; but it needs more attention</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/10/21/improved-patient-experience-is-aco-goal-but-it-needs-more-attention/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/10/21/improved-patient-experience-is-aco-goal-but-it-needs-more-attention/#comments</comments>
		<pubDate>Sat, 22 Oct 2011 01:07:54 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Customer Experience]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=375</guid>
		<description><![CDATA[Pauline Chen, MD, wrote in the New York Times about the reaction she got when she described ACOs to friends who didn't work in healthcare. 'I concluded, "ACOs will be able to stem spiraling costs, increase efficiency and improve quality. Clinicians and hospitals will have a financial motive not to do more procedures and incur more visits."' One friend said, 'Thanks for the explanation, but whatever that care plan is called, it still sounds like an HMO to me.'
]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Get real! Video is moving to the forefront in healthcare marketing.</title>
		<link>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/10/13/get-real-video-is-moving-to-the-forefront-in-healthcare-marketing/</link>
		<comments>http://www.catalysthealthcareresearch.com/learning-center/customerexp/2011/10/13/get-real-video-is-moving-to-the-forefront-in-healthcare-marketing/#comments</comments>
		<pubDate>Fri, 14 Oct 2011 00:12:48 +0000</pubDate>
		<dc:creator>Mary</dc:creator>
				<category><![CDATA[Customer Experience]]></category>

		<guid isPermaLink="false">http://www.catalysthealthcareresearch.com/learning-center/customerexp/?p=362</guid>
		<description><![CDATA[Jacksonville Medical Center wanted to tell the world about its high HCAHPS rating and top ranking in its county, so it took out ads and papered billboards with blue ribbons proclaiming 'We're Number 1. The campaign flopped, and the hospital has shifted gears. It's going to show the community what is so great about its service - on video.]]></description>
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