How Healthcare Providers Are Looking to Improve Customer Experience

By Phil Britt

Healthcare providers are exploring different ways to improve customer — in this case, patient — experience, to make different aspects of planning and receiving treatment more convenient. These efforts are providing unexpected internal benefits as well, said Greg Poffenroth, director of customer experience at West Monroe Partners.

Bringing the Retail Experience to Healthcare

Depending on a patient’s healthcare needs, a visit to a provider might be for a quick checkup, extensive care or something in between. The “customer journey” extends from the initial search for care through patient billing, payment and follow-up, each of which can be daunting in their own way, especially if they are in disconnected silos.

Influence Health is a vendor of CX-related technologies geared at healthcare providers, including a CRM system, authoritative health content, appointment systems and related details.

Patients are starting to expect healthcare providers to offer digital solutions like the retail and travel industries, said Kyra Hagan, Influence Health senior vice president of marketing and communications.

Like those industries, patients of healthcare providers using the Influence Health system can see ratings of different providers within a healthcare system. Those ratings combine external and internal data, Hagan said.

The technology also aids patients in selecting providers based not only on preferences (time of day, languages spoken, years of experience, etc.), but will also offer alternatives (a provider meeting fewer of the criteria) for more timely appointments, which can be critical when someone requires urgent care rather than seeing a preferred caretaker.

The suite includes driving directions, parking details and geotargeting with targeted SMS messages once a patient comes within the geofenced area to offer additional parking assistance and step-by-step directions.

“We want to lower the barrier to entry to receive care,” Hogan says.

Source: How Healthcare Providers Are Looking to Improve Customer Experience