Patient satisfaction is different from patient experience. While research from the NRC Health’s 2019 Healthcare Consumer Trends Report indicates that 85% of patients in the United States are satisfied with their care team, the data also indicates that patients encounter points of friction along their care journey that may result in them choosing a different healthcare provider in the future. In today’s world, patients are also consumers. Healthcare contributes more than $1.2 trillion to the Gross Domestic Product (GDP) and is the fifth biggest industry in the United How Hospital Contact Centers Help Organizations Achieve Their Frictionless Patient Experience Goals Contents Start at the Beginning Contact Center Scripting for Seamless Interactions Supporting Frictionless Patient Expe

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