Why Customer Experience for Healthcare Matters

Posted by Alex Hall on July 15th, 2022

97% of healthcare executives believe that the healthcare industry must implement new customer experience strategies. While 44% of consumers switch to another healthcare provider after a poor customer service experience. One thought is echoed by both executives and customers in the healthcare industry: customer experience needs improvement.

How to improve customer experience in healthcare

The healthcare industry has traditionally been resistant to change. However, for millennials and generation z, this is unacceptable since they seek convenient and easily accessible healthcare solutions. To accomplish this, the healthcare industry must take the following steps:

Imitate Other Industries

Improving customer experience in healthcare requires healthcare providers to take a leaf out of the service industry’s playbook. While every industry’s customers have different challenges with customer experience, they all focus on a customer-first approach. Building loyalty, becoming more efficient, and fostering engagement through a well-thought-out customer experience strategy is something the healthcare industry 

Customer Service 24/7

Statistics show that on average on person will spend 1.2 years of their life on hold. The best way to overcome this challenge and to improve the customer experience for healthcare, having an online presence because customers want convenience. In addition, customer service agents are assisted by AI so that repetitive tasks (such as appointment booking) are automated and chatbots can assist customers with basic queries to increase efficiency.

Adopt Technology  

Not every patient needs an hour-long appointment with physicians nor do they want to commute to a hospital for a short appointment. To save the patient’s time, and provide them with care from the comfort of their homes, healthcare companies should invest in telehealth software.

Improving customer experience in healthcare is not challenging. If healthcare practitioners adopt the customer-centric approach of other industries, ensure that customer service is available 24/7 and integrate technology in their healthcare model to provide easily accessible patient care on telehealth platforms.