A positive healthcare customer experience directly impacts customer happiness, loyalty, and sales. There is much room for improvement regarding the customer service healthcare providers provide for many patients. Unsatisfactory customer service by administrative employees, lengthy document filing, time waste, and more all contribute to the terrible patient experience in healthcare.
There are substantial business ramifications to a poor customer experience in healthcare: According to a recent survey, 78% of those polled said their healthcare decisions are influenced by their own experience (to the extent they have a choice). Healthcare customers have traditionally had fewer options and freedoms than other industries, but that is beginning to change.
Healthcare providers must create an excellent patient experience, leading to increased patient satisfaction, loyalty, and revenue. Today, we'll discuss about the tactics to improve customers' experience in your hospital.
Improve hospital experience
Tactics To Improve Hospital Experience
1. Telemedicine
The inconvenience of traveling to the hospital and the time spent waiting and dealing with overworked and underappreciated administrative staff contribute significantly to patients' dissatisfaction with their hospital stay. Patients can now be seen virtually from the comfort of their homes or offices, at a time and place of their choosing, thanks to the advent of telemedicine apps.
2. Using Chatbots
Why waste time and resources on healthcare when you can make the process as simple as possible? Chatbots can plan appointments and remind patients of medicine and other functions. Patients can schedule an appointment and receive a reminder if the Chabot cannot provide the requested service.
3. The Internet of Things
Smart watches and fitness trackers, connected to the Internet of Things, allow healthcare providers to monitor their patients better. A two-way communication channel between the doctor and his patient can be established by using a device that patients are already familiar with, such as a smartphone, tablet, or another communication device.
VR in healthcare
4. VR (Virtual Reality)
Telemedicine can sometimes eliminate the need for a face-to-face visit with a doctor. Even without direct human assistance, virtual reality goggles and software can offer patients with regular physiological or psychological coaching regularly. This is not a substitute for a face-to-face consultation with a doctor, but it can be routinely used as an addition to treatment.
5. The development of artificial intelligence
Artificial intelligence (AI) has the potential to revolutionize the healthcare industry, notably in the areas of scheduling and logistics. An AI system can improve ordering, provide smarter billings, and perform adaptive staffing so patients can access the right staff and invoiced correctly. These are some of the most significant headaches (for patients and healthcare professionals). There is no need to bring human mistakes and inefficiency into these areas of healthcare operations because there is no direct human contact with the patient in any scenario.
6. Continuous statistical analysis of the big picture
Healthcare practitioners see a large number of patients. Still, they tend to treat each patient as an individual rather than statistically evaluating patient data to identify which ways work and which don't and which sociodemographic sectors of their populations. Healthcare practitioners increasingly use extensive data analysis to find patient and treatment data trends. It is said that "knowledge is power." It would help if you had a lot of data to serve your customers better, save money, and improve your operations.
7. Employee and patient feedback
It's easy to lose sight of your company's most crucial source of innovation amid the flurry of new technological advancements and the automated replacement of human labor. The people who work in your health care institution every day are the best source of knowledge about how changes in operations affect your patients' real-world experiences. And, of course, your patients will be happy to give you their thoughts and suggestions. Having easy-to-use feedback devices in your facility can help you collect a consistent stream of valuable data for future operations planning.
8. Electronic shelf labels
Hospitals can use E-Ink screens to reduce the burden on their employees by centralizing labeling operations previously done by hand. This new technology allows creating digital employee plans that show employees their schedules, vacation replacements, and shift colleagues in real-time. Because of the backend system or the digital signage software, any unanticipated changes brought about by employee absences or illnesses can be displayed instantly on screens in staff rooms or mobile devices.
With the help of interactive digital characters, visitors can easily find their way around the hospital without needing help from employees. In the end, digital displays contribute to speedier and more efficient work processes and a better overall quality of work. Hospitals and public spaces can benefit from long-term investments in digital signage technologies that can transform and improve the management of in-house time and rooms.
Electronic bedside card
Electronic shelf labels will improve cleanliness.
Electronic labels can be used to meet various labeling needs in hospitals, and their paperless nature and simple cleaning processes make them more hygienic than traditional print labels. Contactless scanning and printing enable clean patient identification thanks to the single-use nature of the cards. MTag75 serves as a good example:
MinewTag's MTag75 screens are made out of electronic paper, and can display Black White Red/ Black White Yellow. It's often used as electronic bedside card to display patients' information and special remarks.
Dimension: 183 * 129 * 16 mm
Size of the Display: 163 * 98 mm
Colors on display are Black White/ Black White Red/ Black White Yellow
MTag75 Introduction Video
Conclusion:
Healthcare and customer service go hand in hand, and there is no mistake. Even if you use the best medical equipment and the most advanced technology, nothing is worth anything if you don't get help when needed. To improve customer service in healthcare, customize every interaction and touch point, hire the proper customer service staff, build a knowledge base, and most crucially, use the right help desk software. Hospital customer service has become increasingly important to set one hospital apart from another in the present healthcare market. It's important to remember the importance of patient satisfaction while choosing a hospital.