One of the five Pillars representing the strategic categories for performance excellence at Adventist Health Castle (AHC), a US healthcare provider, was the Customer Experience Pillar. Patient experience scores accounted for approximately 30% of AHC’s pay for performance from Centres for Medicare and Medicaid Services and Hawaii Medical Services Association. The Patient Experience Council met…

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms

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