The Shape of Things to Come From Legacy to Digitimacy
Healthcare
Build a trustful health system while focusing on delivering value to your customers.
Introduction
Improving the patient experience is a hot topic within the healthcare industry as patients demand to be seen as customers, not just as the next appointment.
More than three-quarters of consumers have a negative view of healthcare experience. Unfortunately, most healthcare providers and receivers didn’t always pay attention to the “customer service experience”, instead they focused on the transactional aspect of the encounter. It’s no wonder that healthcare has consistently ranked near the bottom of industry-wide NPS Scores (a scoring-based measurement that gauges customer satisfaction) year-after-year.
According to Consumer survey findings from PwC’s Health Research Institute 2020:
- 23% percent of survey respondents mentioned that they had already made or were planning adjustments to their spending on healthcare visits as a result of COVID-19.
- 78% percent of these consumers said they would skip at least one visit such as a well visit, maintenance visit for a chronic illness, elective procedure or recommended lab test or screening.
- 30% predicted that their spending on healthcare visits would increase overall.
Healthcare organizations just recently realized that patients want and expect the same level of personalization in healthcare such as in their everyday life. Providers are starting to think about patient experience holistically; focusing on people, investing in technology and expanding the ways and places in which they deliver care. However, there is still a gap in perception between providers and consumers on the quality of experience currently being provided.
Key Challenges in Adopting a Patient Centered Mindset
Lack of Service:
Despite the best intentions to deliver a better patient experience, providers struggle to make it a priority among competing initiatives. They also underestimate the degree to which patient experience fails to meet consumer expectations. Meanwhile, on the list of hospital CEOs’ top concerns, patient satisfaction does not make the top five.
Lack of Consumer-Grade Technology Platform:
One major obstacle that inhibits collaboration and communication between payers, providers, specialists, caregivers, and most importantly, patients, is the lack of a consumer-grade technology platform that can provide a comprehensive view of the patient by collecting ALL data in one source. Today, most patient data is siloed, which makes it difficult for doctors to get the full picture of a patient’s history to properly diagnose, treat, or provide the best medical care.
Inability to Access Data and Information:
Personal health data that are stored safely behind encryption and authentication layers provide patients with a peace of mind that the information isn’t getting into the wrong hands. The same layers of security, however, can be a roadblock that inhibits the exchange of data which can be critical to the outcome of the health of the patient.
Ability to Provide the Right Tools for Employees:
There are much more than a competitive salary and the potential of career advancement opportunities, which is needed in order to build an effective and lasting employer-employee relationship. Healthcare organizations need to think how they can empower their employees with the proper training and technologies to best serve customers.
Planned Budgeted Healthcare Marketing Plan:
In order to achieve brand awareness, foster customer’s engagement, keep the brand at the forefront of people’s minds, healthcare organizations need to understand the importance of a planned budgeted marketing plan.
