Thanks in part to health care reform, competition amongst medical care and insurance providers has hit an all time high. With added options available to patients, the power has shifted to those seeking medical care, rather than those providing it. This shift has resulted in significantly altered patient expectations; patients once focused solely on obtaining quality medical treatment now expect a more robust and effective experience whenever dealing with a medical provider.
Understanding the demands of your patients is simply the first step in creating a holistic approach to meeting their needs. To create a truly effective patient experience, it is important to explore all available technologies, best practices and strategies across the healthcare industry and beyond. Only by utilizing the wide range of technology and strategy available can you support patients to their expectations.
Patient Experience Technologies
Medical providers have a wide range of technologies from which to choose when attempting to create an effective patient experience. Today’s medical provider can build a patient experience on:
The modern contact center involves a great deal more than telephony, including chat capabilities, behavioral analytics and interactive voice response. Arming your employees with the technology and support they need to serve patients is vital to the quality of each and every interaction. It is important to choose a platform that meets your needs and is flexible enough to evolve with your business.
Obtaining, managing and utilizing patient data is key to their overall experience with your organization. Customer Relationship Management (CRM) tools, such as Microsoft Dynamics CRM, make the task of compiling and using patient data much more manageable. Tracking patient medical history, past communications and their preferences streamlines future interactions and provides a more enjoyable experience.
Custom access portals
The modern patient expects the ability to access personalized information via a customized web portal on your website. Offering patients the opportunity to make or change appointments, view test results or contact a provider via a web portal encourages interactions and promotes self-service. As your access portal becomes more robust, patients are offered a deeper level of engagement – the more tasks a patient can accomplish on their own, the less strain is placed on your contact center.
The creation of custom mobile applications has become an affordable and manageable prospect for many medical providers. Arming patients with mobile access to your practice offers yet another opportunity for engagement. By creating a robust mobile app, you can arm your patients and prospective patients with the information they need to make treatment decisions, schedule appointments, track test results and much more.
By selecting one for a combination of these technologies, medical providers may be able to create an experience that attracts and retains loyal patients.
For more information on patient experience, download our free whitepaper Exploring the Fundamentals of Patient Experience.