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Four tips for ensuring a great customer experience in the healthcare industry



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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 .

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Four tips for ensuring a great customer experience in the healthcare industry

  1. 1. © 2015 Brandworkz Four tips for ensuring a great customer experience in the healthcare industry
  2. 2. . The balance of power in the healthcare industry has moved from insurers and providers to patients
  3. 3. Today, the healthcare industry must focus on : hospitality customer experience customer satisfaction
  4. 4. How do you create a great customer experience?
  5. 5. 1. Two-way customer communication
  6. 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
  7. 7. 7 2. Consistency in every media channel
  8. 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
  9. 9. 9 3. Educate and empower employees
  10. 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
  11. 11. 11 4. Understand your patients or customers
  12. 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. 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. 14. Provide all your staff with the skills and resources required to ensure an exceptional patient experience with BRAND MANAGEMENT SOFTWARE 14