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Customer Experience / Guide
ISO 9001 and Customer Satisfaction: How to Meet the Standard
ISO 9001 requires customer satisfaction to be measured in a systematic and documented way. Having the right tool not only allows you to meet this requirement with confidence: it turns measurement into...
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Patient Experience / Guide
PROMs, PREMs and Value-Based Healthcare: The Triangle Transforming 21st-Century Healthcare
Value-Based Healthcare (VBHC) proposes a deceptively simple idea: the goal of healthcare is not to maximise medical acts, but to maximise health outcomes per unit of cost. And to improve those outcome...
Patient Experience / Guide
PREM vs Patient Satisfaction Surveys: How to Measure Patient Experience
PREMs (Patient Reported Experience Measures) are not improved satisfaction surveys. They are conceptually distinct instruments: while satisfaction surveys measure a global subjective rating ("How woul...
Patient Experience / Guide
How to Implement PREMs and PROMs in Your Healthcare Centre: A Step-by-Step Guide to Getting Started Today
Implementing PREMs and PROMs does not require a complete digital transformation overnight. It requires five steps in the right order: (1) define the objective and the pilot care process; (2) select va...
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Patient Experience / Guide
PREM vs PROM: Differences, Similarities and Why You Need Both in Your Healthcare Centre
The main difference is that PROMs measure the patient's health outcomes (symptoms, quality of life, functionality), while PREMs measure how that patient experienced their care process (treatment, comm...
Patient Experience / Guide
What Are CROM? (Clinician-Reported Outcome Measures)
CROM (Clinician-Reported Outcome Measures) are health outcome measures recorded by healthcare professionals based on their direct clinical observation: laboratory parameters, disease stages, clinical ...
RateNow / Event
What we learned at Passenger Terminal Expo London: airports want feedback that drives action
At Passenger Terminal Expo in London, one message stood out: airports no longer just want to measure passenger satisfaction — they want to act on it in real time. The industry is prioritizing solution...
Patient Experience / Guide
What are PROMs? (Patient Reported Outcome Measures)
PROMs (Patient Reported Outcome Measures) are standardised and validated questionnaires that collect directly from the patient their perception of the outcomes of their disease and the treatment recei...
