Why Customer Experience Matters in Healthcare (And How to Improve It)

Customer Expereince in Healthcare-17

When most people think about businesses, most don't immediately think of those in the healthcare sector. The only difference is, most of the time, people are not going to visit a medical facility for a pleasurable or leisurely reason. They are there because they need to have a procedure done, they are sick, or they need to be tested or screened. But just like any other business, healthcare companies need to consider customer experience.

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At first, it might be easy to say that since this is the perception of visiting the doctor, healthcare institutions shouldn’t worry about customer experience. However, it is crucial for the healthcare sector to thrive and grow they need to place an emphasis not only on the care of patients but also on the overall experience.

What Affects Customer Experience the Most in Healthcare?

Ask anyone who owns or manages a company what most affects customer experience and they will say: service. Service is a catch-all word that can be broken down into different parts. Typically, service consists of the following:

  • From start to finish, how easy was it for the customer to receive your service,
  • How were they treated during the transaction,
  • Did they feel like their problems or concerns were heard and understood,
  • How long did they have to wait to receive the service.

While everything above applies to healthcare businesses, the two that affect customer experience the most are, “From start to finish, how easy was it for the customer to receive your service” and “How long did they have to wait to receive the service?” Eighty percent of most patient issues and complaints at a medical facility could be handled by simply improving the processes in place to serve them.

Related: How to Adjust Your Healthcare Business to COVID-19 Changes

Saving Time and Resources with Digital Agreements for Healthcare Businesses

For healthcare businesses who are looking for a way to improve their efficiencies and patient experience, the best place to start is by reviewing the process for documentation. Anyone who has ever been to the doctor’s office knows the first thing to expect is 10 pages of paperwork to fill out. Not only does this take a good amount of your time to complete, but it is completely unnecessary. Even if it only takes 5 minutes to complete the forms, to the patient it feels like a half-hour has passed. 

One way that healthcare businesses can improve this process and increase satisfaction scores is by replacing the process completely. By offering the patient an option to digitally fill out any documentation needed for the visit prior to arrival, there will be no need for paperwork once in the waiting room.

This helps in two ways. One, it cuts down on the amount of time the patient has to wait and improves their overall experience. And two, it decreases the amount of resources that are needed to complete the tasks of maintaining the documentation. This will then allow the healthcare business the opportunity to reallocate the resources elsewhere to better improve the patient experience.

Related: How Digital Agreements Can Prevent Physician Burnout

Improving Customer Experience through Self-Service Healthcare Strategies

Patients are expecting more from the healthcare industry now than they ever have before. The main driver of this change may be COVID, but the shift to a digital environment has been needed for some time.

Allowing customers, the opportunity to fill out documents, consent to testing, and complete forms virtually from their homes helps lessen the stress for both parties. The healthcare business can better manage the influx of new patients and the customers can utilize a self-service hub to cut down their wait times when going in for a check-up.

Related: 3 Ways the Healthcare Industry Will Change Due to COVID-19

If you are looking for additional ways your healthcare business can adjust to the new demands created by COVID-19, check out the PactSafe Contactless Contracting and Policy Kit.

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