Unified platform is essential to enhance customer experience in healthcare

The healthcare industry is increasingly finding the importance of focusing on customer experience, called CX. “Patients have become consumers and are actively demanding and receiving health care, in line with their broad expectations for non-health care,” Accenture reported.

To be successful, businesses across the health and wellness sector need to understand what their customers need. This starts with a crucial step, which is often elusive: Unify the customer experience through a single platform.

Recent research on “factors that affect customer satisfaction in healthcare” found that given that client abilities are more than just medical knowledge and clinical skills. It also includes “effective communication with patients.” Research shows that good communication helps build trust “and better understand patients’ needs. Enhancement of communication channels, including information technology that connects patients and providers, has been identified as a key strategy for improving customer satisfaction.”

Achieving this requires an omnichannel experience. Patients should be able to communicate with providers in numerous ways, from applications to emails, text messages, phone calls, etc., all with HIPAA compliance. Whenever an organization sends a message or talks to a customer, it should know everything about the customer journey. This includes medical history, allergies, risk factors, preferences, concerns, and more.

In this age, there is no good reason for this information to be provided at every touch point. The unified customer experience management platform (UCXM) aggregates information from each interaction. It also uses AI to provide insights at a glance, so providers can get a quick look at key information immediately.

“We believe that the novel concept of omnichannel involvement in healthcare may be very beneficial for patients and the system to successfully achieve its full potential,” a team of scientists reported in the Journal of Medical Internet Research. They added that it will enhance personalization and maintain patient engagement, and “ultimately, the quality of care and outcomes.”

Deloitte also noted that creating an omnichannel customer journey in healthcare can help customers acquire, convert, retention, personalization, marketing optimization and more.

This change is underway in other departments. Successful organizations are transforming their businesses to create a single experience so that consumers are more confident that the organization “knows” them, no matter how they get in touch. – And respect their time.

Stay at the tip

In this era, using the UCXM platform is easier than ever. This move may take some time, effort and expense and must be done carefully. But the benefits are obvious – including the bottom line.

“Using an omnichannel strategy has the potential to increase efficiency and productivity because healthcare providers can improve efficiency by sharing processes, technology, information and clinical data; reduce acquisition costs; and improve care quality;

The system can also reduce backlogs, leaving patients waiting in the hospital for hours or even days for treatment. By obtaining personalized care “through a range of channels such as online platforms, mobile apps and telehealth”, some patients can be “no physical appointments required” by primary care providers. Research findings.

The best omnichannel strategies are also built on the development of new technologies and are constantly evolving as new technologies develop new possibilities, and are proven to be the most effective approach as new research has proven. For example, a study in the International Journal of Innovation Science and Technology examines customer experience in multiple areas, including healthcare. It found strong evidence that communication channels should include speech biometric technology.

“Given the growing demand for safe and effective authentication methods, voice biometrics have become a key solution, especially in industries such as banking, health care and customer service,” the study said. In one case, “a leading telemedicine provider uses voice biometrics to verify patient identity, reducing unauthorized access to medical records by 30%. This integration also simplifies appointment schedules, ensuring safe and seamless experiences for patients and providers.”

This automation can greatly help you when medical staff are overloaded. By unifying communications and leveraging the potential of AI, customers and employees can enter a new, healthier era.

Image: Marchmeena29, Getty Images

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