Healthcare providers are facing challenges in meeting the rising expectations of patients regarding their customer experience in healthcare. A survey conducted by Harris Poll indicated that 62% of customers find healthcare services confusing, and 66% express dissatisfaction with the need to independently manage various healthcare needs.
The significance of customer experience in healthcare cannot be overstated. McKinsey reports that consumers now seek more transparent, predictable, and mobile-friendly patient experiences. Moreover, as the result of the pandemic, patients but also healthcare professionals, field technicians, etc. are now actively looking for an omnichannel experience, where various touchpoints and channels are blended in a seamless, consistent and convenient manner.
Omnichannel healthcare: It involves a patient-focused strategy that integrates different interaction points and communication channels to deliver a smooth, uniform, and user-friendly patient experience. This approach utilizes data and technology to expand and deliver personalized care to patients, regardless of their location.
Its advantages are numerous, but here are some key benefits:
As such, today it can’t be denied that healthcare organizations face the imperative of delivering exceptional omnichannel journeys especially in this personal industry where digitalization is slowly becoming the norm. Therefore, they must be agile in responding to rapidly evolving patient/partner needs, on top of ensuring adherence to regulatory and privacy requirements, and adapting to the evolving landscape of patient care in a virtual setting.
As such, we can’t emphasize enough the importance of an outstanding experience in the healthcare industry. Additionally, from where we stand, an excellent CX should go hand-in-hand with health and wellness!
Due to the widespread use of technology by consumers and the digitalization trend, patients anticipate advancements in the healthcare sector. Virtual care, for instance, remains promising, with a notable percentage of US adults expressing a willingness to continue using telehealth even beyond the pandemic (Insider Intelligence, 2022). Additionally, the implementation of digital collaboration and analytics has enhanced productivity and led to improved patient outcomes (McKinsey, 2021).
McKinsey reports a significant acceleration in the digital transformations of medical technology companies, incorporating self-service portals, webinars, and social media content to strengthen connections with both clinical and non-clinical stakeholders. This shift is crucial, aligning with the omnichannel healthcare objective of unifying disparate industry silos to establish an integrated and collaborative network.
Moreover, the integration of omnichannel strategies in healthcare, coupled with agile digital capabilities, empowers providers to identify individual patient needs in a timely manner, create personalized interventions, and optimize patient engagement.
Many startups and scale-ups have become household names thanks to their capacity to grasp and understand the challenges consumers are facing when it comes to customer experience in the health industry and have successfully responded to those needs.
Consider healthcare disruptor Luma Health which changes the game for the patient journey. From patient scheduling to the financial journey, Luma Health connects and orchestrates all the steps of the patient journey along with all operational workflows and processes in the healthcare ecosystem.
There’s also Corti a clinically proven AI guide that augments, automates and analyzes virtual care and face-to-face patient engagement that has completely revamped patient experience.
When we delve into healthcare, mental health should not be overlooked. A prime example is HelloBetter, which has significantly transformed the landscape of customer experience in the wellness industry. This innovative platform provides unparalleled psychological support precisely when it’s needed most. Beyond conventional offerings, HelloBetter stands out by providing online courses on prescription, free of charge. Their commitment extends to offering around-the-clock support, ensuring assistance is readily available to anyone in need.
Recognizing the unique needs of individuals, especially in mental health, underscores the significance of specialized support services in enhancing overall healthcare outcomes. Tailoring assistance to specific patient profiles becomes a pivotal aspect of delivering comprehensive and effective health solutions.
More than success stories, their ability to put the patient journey at the center of operations should definitely be default for all players.
Implementing effective healthcare customer experience (CX) strategies is vital in meeting the evolving requirements of patients. Drawing inspiration from successful practices in retail CX, healthcare providers can enhance their services in the following ways:
In the healthcare domain, where safety is paramount, cultivating virtual relationships presents both a significant opportunity and challenge. Before the pandemic, in-person interactions were the norm, but adapting to virtual or low-touch options is now crucial. Failing to do so not only risks losing business but also jeopardizes patient health. According to CRI, 42% of consumers would cancel or postpone non-essential treatments. Just like in retail, virtual healthcare should strive to match or surpass the quality of in-person experiences. While online interactions may not entirely replace face-to-face encounters, they can complement them by reducing clinic time, alleviating anxiety, and providing continuous care throughout the patient journey.
Embracing an omnichannel approach, akin to retail, enables healthcare providers to align services with patients’ lifestyles. From referrals to aftercare, the entire experience should prioritize patient success. Interoperability, involving the connection of systems, devices, apps, and data, enhances processes and health outcomes. This approach removes barriers, providing a holistic view of a patient’s health, allowing for personalized care and communication.
Patients desire improved communication and transparency while maintaining privacy compliance. Utilizing communication technologies, both traditional and digital, can address this need. Customer service plays a role in enriching the consumer experience by offering highly personalized, data-driven, digitally supported, and connected support. Trained agents provide compassionate service that is responsive, convenient, and compliant with privacy legislation.
In response to shifting patient expectations and accelerated digital transformation, the healthcare industry is reshaping patient-provider interactions. Drawing lessons from the retail sector, healthcare providers can build loyalty among digitally empowered consumers. Adapting CX best practices to the healthcare landscape may present challenges, but the outcomes of an engaged, connected patient journey are worth the effort. A more efficient healthcare system manages costs effectively, and when patients actively participate in their well-being, overall health outcomes improve. The ultimate goal is a win-win situation for everyone involved.
With our mother brand Concentrix + Webhelp The Nest emerges as a beacon of support for Healthech enterprises globally. Our extensive journey has seen us standing shoulder to shoulder with a diverse range of health organizations, spanning from established giants to ambitious startups and scale-ups. Through this journey, we have meticulously honed our expertise in the health sector, recognizing the unique challenges that permeate the industry.
At the heart of our commitment lies a profound understanding of the pivotal role that customer experience plays in the health and wellness ecosystem. The intertwining of physical and mental well-being with service delivery underscores the significance of our mission. To this end, The Nest employs a comprehensive approach, addressing the nuanced challenges faced by Healthech players.
Our commitment to excellence begins with the rigorous training and selection of our agents, ensuring that they embody the highest standards of professionalism and competence. Recognizing the sensitive nature of health-related information, we prioritize adherence to HIPAA compliance and other regulatory frameworks. This steadfast dedication to confidentiality and security forms the bedrock upon which our services are built.
In essence, our objective is to not merely provide services but to become integral partners in our clients’ journey towards optimal customer satisfaction. We understand that when our clients are equipped with unparalleled support, they, in turn, can extend the same level of care and commitment to their own customers and partners.
The Nest stands as a testament to the fusion of cutting-edge outsourcing solutions with a deep-seated understanding of the unique demands of the Healthtech landscape. Join hands with us, and let us be your trusted ally in navigating the intricate terrain of Healthtech, ensuring that your organization thrives while promoting the overall health and wellness of your clientele.