Customer Experience

Design to Encourage Collaboration, Patient-Focused Care

August 17, 2017

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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: University of Minnesota Health Clinics and Surgery Center experienced a 14 percent increase in new-patient growth due to innovative design, which lends itself well to efficiency.

An Example of the Future

Patients might change the way they think about healthcare after walking into the University of Minnesota Health Clinics and Surgery Center in Minneapolis, the design of which is inspired by Apple, Modern Healthcare reports.

Instead of registration desks, patients are greeted by individuals with iPads.

New-patient growth has increased 14 percent since the facility opened in 2016. The office is designed to encourage physician collaboration and make patient visits more efficient than before.

In addition to new-patient growth, the clinic receives three times more positive remarks than complaints.

Local Search

The experience consumers have with a company includes online research in addition to in-person experience. While more and more consumers are researching providers online, it’s not always clear how they use local search. That’s why we decided to do some research.

Check out how today’s consumers make decisions in our 2017 Local Search Report.

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