In order to truly provide a positive healthcare experience, a hospital or health system’s relationship with a patient must extend beyond the point of care to not only every stage of a particular visit, but also to the overall patient/hospital relationship.

Think about it like going on a first date—if everything goes well, you expect to hear from the other person to plan the next date. Along the way, there will be touchpoints—perhaps they’ll call you, or in today’s digital world, text you about a topic or event that sparks a connection.

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