As healthcare organizations turn to population health in order to more effectively manage the health and well-being of their patients, many need to ensure that these new strategies include a directive to improve the patient experience. Fortunately, healthcare systems can turn to an existing entity within its ranks, the health contact center, in order to execute a successful strategy and ensure that the individual patient never feels lost amongst the population crowd. Fran Horner from Singola Consulting and Susan Marks from Amati Health explore the ways in which population health and the health contact center work collaboratively to keep patient populations well cared for, healthy, and ultimately improve the patient experience for every individual.
Horner F, Marks S. A single, complete touch: Population health, the health contact center, and the patient experience. Patient Experience Journal. 2015; 2(2):164-167. doi: 10.35680/2372-0247.1095.