How does patient and user experience play a key role in Healthtechs’ performance?

& how can a specialized healthcare outsourcing partner support their growth?

Healthcare providers are facing challenges in meeting the rising expectations of patients regarding their customer experience in healthcare. A survey conducted by Harris Poll indicated that 62% of customers find healthcare services confusing, and 66% express dissatisfaction with the need to independently manage various healthcare needs.

The significance of customer experience in healthcare cannot be overstated. McKinsey reports that consumers now seek more transparent, predictable, and mobile-friendly patient experiences. Moreover, as the result of the pandemic, patients but also healthcare professionals, field technicians, etc. are now actively looking for an omnichannel experience, where various touchpoints and channels are blended in a seamless, consistent and convenient manner.

patient experience in the healthcare industry

Omnichannel healthcare: It involves a patient-focused strategy that integrates different interaction points and communication channels to deliver a smooth, uniform, and user-friendly patient experience. This approach utilizes data and technology to expand and deliver personalized care to patients, regardless of their location.

Its advantages are numerous, but here are some key benefits:

  • Improves patient journeys: Omnichannel healthcare adds convenience to wellness by allowing users to access health services in the most user-friendly way, avoiding unfamiliar tools. Telehealth, for example, eliminates the need for patients to travel. Additionally, the use of multiple communication channels enables the service of a larger number of people simultaneously, leading to reduced queues and wait times.
  • Optimizes costs: Omnichannel healthcare lowers costs for healthcare facilities by streamlining interactions between patients and care providers. Remote consultations save patients both money and time by eliminating the need to travel. Simultaneously, consistent and proactive communication with healthcare providers helps patients prevent medical complications and expensive treatments.
  • Boost data collection & analysis: Beyond providing an improved overall healthcare customer experience, omnichannel healthcare presents an opportunity for providers to build a valuable information database. Experts can analyze this data to gain insights that contribute to providing patients with better, more personalized care. By understanding clients’ behavior and health history, medical professionals can enhance and customize recommendations and treatments, potentially making them more effective.

As such, today it can’t be denied that healthcare organizations face the imperative of delivering exceptional omnichannel journeys especially in this personal industry where digitalization is slowly becoming the norm. Therefore, they must be agile in responding to rapidly evolving patient/partner needs, on top of ensuring adherence to regulatory and privacy requirements, and adapting to the evolving landscape of patient care in a virtual setting.

As such, we can’t emphasize enough the importance of an outstanding experience in the healthcare industry. Additionally, from where we stand, an excellent CX should go hand-in-hand with health and wellness!

Startups are responding to industry changes

Due to the widespread use of technology by consumers and the digitalization trend, patients anticipate advancements in the healthcare sector. Virtual care, for instance, remains promising, with a notable percentage of US adults expressing a willingness to continue using telehealth even beyond the pandemic (Insider Intelligence, 2022). Additionally, the implementation of digital collaboration and analytics has enhanced productivity and led to improved patient outcomes (McKinsey, 2021).

McKinsey reports a significant acceleration in the digital transformations of medical technology companies, incorporating self-service portals, webinars, and social media content to strengthen connections with both clinical and non-clinical stakeholders. This shift is crucial, aligning with the omnichannel healthcare objective of unifying disparate industry silos to establish an integrated and collaborative network.

Moreover, the integration of omnichannel strategies in healthcare, coupled with agile digital capabilities, empowers providers to identify individual patient needs in a timely manner, create personalized interventions, and optimize patient engagement.

Many startups and scale-ups have become household names thanks to their capacity to grasp and understand the challenges consumers are facing when it comes to customer experience in the health industry and have successfully responded to those needs.

Consider healthcare disruptor Luma Health which changes the game for the patient journey. From patient scheduling to the financial journey, Luma Health connects and orchestrates all the steps of the patient journey along with all operational workflows and processes in the healthcare ecosystem.

There’s also Corti a clinically proven AI guide that augments, automates and analyzes virtual care and face-to-face patient engagement that has completely revamped patient experience.

When we delve into healthcare, mental health should not be overlooked. A prime example is HelloBetter, which has significantly transformed the landscape of customer experience in the wellness industry. This innovative platform provides unparalleled psychological support precisely when it’s needed most. Beyond conventional offerings, HelloBetter stands out by providing online courses on prescription, free of charge. Their commitment extends to offering around-the-clock support, ensuring assistance is readily available to anyone in need.

Recognizing the unique needs of individuals, especially in mental health, underscores the significance of specialized support services in enhancing overall healthcare outcomes. Tailoring assistance to specific patient profiles becomes a pivotal aspect of delivering comprehensive and effective health solutions.

More than success stories, their ability to put the patient journey at the center of operations should definitely be default for all players.

So how can you elevate your healthcare customer experience?

Implementing effective healthcare customer experience (CX) strategies is vital in meeting the evolving requirements of patients. Drawing inspiration from successful practices in retail CX, healthcare providers can enhance their services in the following ways:

Prioritizing Safety through Virtual and Low-Touch Experiences:

Prioritizing safety through virtual and low touch experience in healthcare

In the healthcare domain, where safety is paramount, cultivating virtual relationships presents both a significant opportunity and challenge. Before the pandemic, in-person interactions were the norm, but adapting to virtual or low-touch options is now crucial. Failing to do so not only risks losing business but also jeopardizes patient health. According to CRI, 42% of consumers would cancel or postpone non-essential treatments. Just like in retail, virtual healthcare should strive to match or surpass the quality of in-person experiences. While online interactions may not entirely replace face-to-face encounters, they can complement them by reducing clinic time, alleviating anxiety, and providing continuous care throughout the patient journey.

  • Scheduling and managing appointments online
  • User & patient onboarding
  • Automated check-ins for in-person visits
  • Handling digital billing and payments
  • 24/7 multilingual customer care service
  • Patient monitoring programs (post-visit, treatment adherence follow-up though telemonitoring, etc.)
  • Tailored information, reminders, and support provided via digital platforms
Patient experience journey map

Facilitating the Patient Journey with Connected, Personalized Healthcare CX:

Embracing an omnichannel approach, akin to retail, enables healthcare providers to align services with patients’ lifestyles. From referrals to aftercare, the entire experience should prioritize patient success. Interoperability, involving the connection of systems, devices, apps, and data, enhances processes and health outcomes. This approach removes barriers, providing a holistic view of a patient’s health, allowing for personalized care and communication.

  • Employing chatbots for initial exploration of a medical condition
  • Converting intake forms, processes, and communication into digital formats
  • Incorporating telehealth into both initial and subsequent appointments
  • Expanding channel options for patients
  • Supplying patient navigation tools to facilitate connections to supplementary services

Enhancing Access and Support through the Customer service:

Patients desire improved communication and transparency while maintaining privacy compliance. Utilizing communication technologies, both traditional and digital, can address this need. Customer service plays a role in enriching the consumer experience by offering highly personalized, data-driven, digitally supported, and connected support. Trained agents provide compassionate service that is responsive, convenient, and compliant with privacy legislation.

  • Extremely customized and guided by data
  • Digitally reinforced and linked to the entire healthcare journey
  • Quick to respond, convenient, and accessible wherever and whenever patients require it
  • Sympathetic and nurturing
  • Ensuring safety, security, and adherence to privacy laws

Building Healthcare Consumer Loyalty:

In response to shifting patient expectations and accelerated digital transformation, the healthcare industry is reshaping patient-provider interactions. Drawing lessons from the retail sector, healthcare providers can build loyalty among digitally empowered consumers. Adapting CX best practices to the healthcare landscape may present challenges, but the outcomes of an engaged, connected patient journey are worth the effort. A more efficient healthcare system manages costs effectively, and when patients actively participate in their well-being, overall health outcomes improve. The ultimate goal is a win-win situation for everyone involved.

How can The Nest support Healthtech players?

With our mother brand Concentrix + Webhelp The Nest emerges as a beacon of support for Healthech enterprises globally. Our extensive journey has seen us standing shoulder to shoulder with a diverse range of health organizations, spanning from established giants to ambitious startups and scale-ups. Through this journey, we have meticulously honed our expertise in the health sector, recognizing the unique challenges that permeate the industry.

At the heart of our commitment lies a profound understanding of the pivotal role that customer experience plays in the health and wellness ecosystem. The intertwining of physical and mental well-being with service delivery underscores the significance of our mission. To this end, The Nest employs a comprehensive approach, addressing the nuanced challenges faced by Healthech players.

healthtech players patient experience

Our commitment to excellence begins with the rigorous training and selection of our agents, ensuring that they embody the highest standards of professionalism and competence. Recognizing the sensitive nature of health-related information, we prioritize adherence to HIPAA compliance and other regulatory frameworks. This steadfast dedication to confidentiality and security forms the bedrock upon which our services are built.

In essence, our objective is to not merely provide services but to become integral partners in our clients’ journey towards optimal customer satisfaction. We understand that when our clients are equipped with unparalleled support, they, in turn, can extend the same level of care and commitment to their own customers and partners.

The Nest stands as a testament to the fusion of cutting-edge outsourcing solutions with a deep-seated understanding of the unique demands of the Healthtech landscape. Join hands with us, and let us be your trusted ally in navigating the intricate terrain of Healthtech, ensuring that your organization thrives while promoting the overall health and wellness of your clientele.

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