TITLE

MIDDLE GROUND

PUB. DATE
September 2006
SOURCE
Marketing Health Services;Fall2006, Vol. 26 Issue 3, p20
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This article reports on patient experience mapping (PEM). PEM is a market research tool used to gain insight into the patient experience during healthcare visits and stays. PEM determines what most affects their satisfaction or dissatisfaction and what can be improved to promote their loyalty. It breaks down each experience into manageable portions, and examines each portion separately and in detail. This is as opposed to relying on the relatively shallow overview that most patient satisfaction surveys provide, when they inquire about all aspects of the experience at once.
ACCESSION #
22364024

 

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