MOVING
​FORWARD

We first seek to understand your organization's mission and values. What is your role in the healthcare sector and how are you positioning your organization? Mission and values must be aligned with your CPXM vision, and reflected in actions to patients and customers. This will drive priorities, focus, responses. We need to make sure the experiences are aligned.

Patient experience management is often to be tailored per division to meet the real needs of patients. Each pathology follows a different clinical pathway and potential different technologies. In addition, specific services that are shared across the hospital need to be aligned between divisions. Proof of concepts might start in easier units with experienced PX leadership.

Surveys and pay for performance programs focus on population needs and are being rolled out gradually. New policies, regulations and performance measures must be reflected in CPXM activities. They also depend on customer and patient segments and might call for different solutions ensuring compliance. Critical to understand what we need to comply with.

Every company has a different level of business maturity. CPXM needs to be adopted in line with the organization's growth path. When you are part of a larger network and maintain a regional focus or build specific expertise, requirements are different. When the nature of your hospital starts to change depending on your PX maturity, your CPXM strategy should evolve as well.

What are your patient profiles and customers? What do they expect from you? Which segments and directions are your main focus? CPXM considers end-to-end stakeholders such as first line care, medical specialists, clinical trial teams, nurses, insurances, payers. Getting the right segments and adopting your strategy, is the basis of customer and patient centricity.

Each division and pathology has a different patient and customer journey. But also a different state of PX and CX development. Be it in processes, people, technology or data, the development level across divisions is often not at the same state. Hence capturing patient perspectives is different. The same holds for innovation and clinical trial activities for new procedures.

There is a wide scale of leading digital solutions that target specific needs of hospital, treatments and services. In terms of innovations, the spectrum of options is growing on a daily basis. Technologies are to be integrated with different data sets along the ecosystem. Where do you stand today and which areas of business represent the main challenges to address?

Within hospitals, the levels of adoption are widely different between entities, divisions and pathologies. Your CPXM strategy and approach should take into account the current levels of CPXM maturity and adoption. How well are the organizational culture and your people aligned? We help you to assess so we ensure the added value is clear from the start.