Power in the healthcare industry has moved from the providers to the patients. This presentation sets out four tips that the healthcare industry must adopt to deliver a great customer experience .
6. Use feedback forms during and after patient visits and act
upon the results at once
Create online communities where patients and insurance
subscribers can discuss and educate themselves about
health issues
Use social media and blogs to provide insights into
healthcare
Monitor all these channels to get feedback and solve issues
before they arise
6
8. Use brand guidelines to set out how the brand should be
represented across channels and during all interactions with
patients
Centralise these guidelines in a cloud-based brand
management platform. Give access to all employees so they
can educate themselves and communicate consistently
Instruct staff about how they can personally ensure
customers and patients have the same level of service and
experience during every interaction
8
10. Create an online environment where staff can educate
themselves about how to deliver a high level of patient
experience
Reward and celebrate staff who deliver the necessary patient
experience
Take insights from the hospitality industry and apply them to
the healthcare industry
10
12. Embrace an “anywhere, anytime” model of information to all
patients via the channels that suit them best
Where possible, group on-site services together
Take lessons from the hospitality and hotel industry and
provide services that make the patients visit enjoyable as
possible
12
13. 70% of healthcare consumers attribute
staff attitude
to their positive impression of
the experience.
Retail industry = 38%
Airline, banking and hotel industries =33%.
14. Provide all your staff
with the skills and resources
required to ensure an
exceptional patient experience
with
BRAND MANAGEMENT SOFTWARE
14