The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors having to spend long hours to catch up on their work—today’s healthcare revolution is all about empowering customers and helping everyone get the care they need. That change means the industry is becoming more competitive, and customer experience in many cases is the deciding factor for where patients go to get care.
In the old way of thinking, doctors were central to everything. They set when appointments were available, who could be seen, and what treatments were available. However, consumers now have myriad choices of ways to get personalized care and attention, from apps to websites and concierge healthcare services, and the industry had to change. People no longer automatically go to a doctor when they are sick or need a checkup, and healthcare companies now have to compete more to bring in patients. The key factor patients are looking for is personalized care—they want someone who treats them like an individual, takes time to answer their questions, and makes it easy to be seen and get the care they need.
At the core of the new healthcare movement is service and a dedication to making a difference. According to Arra Yerganian, Chief Marketing and Brand Officer at Sutter Health, when healthcare employees realize that they all want to serve customers and improve their lives, it is easier to build a culture centered around customers. That culture can shine through in every interaction between the brand and customers. Sutter is known for its great customer service and constantly receives feedback from patients that they feel special when they interact with Sutter doctors and nurses. Arra says that isn’t a coincidence—people are trained to be that way and encouraged to tap into their natural caring abilities to create great experiences for patients.
Part of building a strong customer experience in healthcare is taking advantage of new technology. In many cases, innovative healthcare technology allows providers to see more patients, be more effective with their time, and provide better diagnoses and treatment options. The growth of telehealth has allowed customers to be seen virtually on their own schedules, which has been a boost to customer experience. Sutter recently partnered with Augmedix to allow doctors to wear smart glasses that can pull up a patient’s chart and notes on the screen during the appointment. The device saves doctors time of having to stay late to write notes because it is done in real time and provides a more personalized and interactive experience for patients. The growth of data has also provided more opportunities for healthcare providers to gain insights on their patients and create strategic, personalized experiences.
Arra says the key to standing out and creating a strong customer experience is to find a way to connect with patients. Instead of relying on differences in quality or expertise, the best customer experience providers lean on something that tells a unique story and builds a connection. The best organizations take risks and make unique choices to stand out.
Customer experience makes a huge difference in the healthcare space, and it is a driving factor in the new approach to the industry. By focusing on people and personalization, healthcare providers can go above and beyond to create satisfied patients.
Blake Morgan is a customer experience keynote speaker, author of More Is More and futurist. Sign up for her newsletter here.