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Customer Experience Trends in Healthcare 2020

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The use of referrals has declined by 44% since 2018, while digital resources have replaced traditional channels throughout the patient’s journey to care.

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Press Ganey invented the healthcare performance improvement movement over 35 years ago. Today it offers an integrated suite of solutions that address safety, clinical excellence, patient experience, and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.

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