Patient Relationship Management: When Patients are in Charge !

Patient Relationship Management: When Patients are in Charge !: "Patricia Seybold expressed these principals well in The Customer Revolution – How to Thrive When Customers are in Control.

The key 'customer-centered' principles she identifies have been adapted and paraphrased below for healthcare and patients specifically:

1. Create a compelling 'brand personality.'
2. Deliver a seamless experience to patients across channels and touch points
3. Care about patients and their goals
4. Measure what matters most – to patients
5. Value patients’ time
6. Place patient “DNA” [information] at the core of the system
7. Refine operational excellence
8. Design any new system or process with the expectation that it will need to evolve
9. Provide self-service access to services if possible, when and where the patient wishes"