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Timothy Gutwald's avatar

This was interesting and informative. Thank you for putting this together.

Neil's avatar

Referring to the 44th minute of the video on patient reviews — feedback should be gathered directly from the patient (right technology needs to be used to ensure it's not a fake) and aligned with thoughtfully crafted survey questions. Just like Yelp or Google reviews for restaurants, a great meal can still receive 3 stars if the service ws slow. Some patients rate based on logic/rational, others on emotion. That’s why, from a patient experience perspective, every touchpoint must be executed at the highest level.

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