By Jeremy Dadzie, digital health strategist, Anexinet.
The healthcare industry has one of the worst reputations when it comes to customer experience. A recent Salesforce study revealed that nearly half of consumers are unhappy with their healthcare experience, and a vast majority feel healthcare organizations are more focused on the needs of the industry than on the needs of the patient.
Healthcare providers are beginning to realize just how dramatically a patient-centric approach improves customer loyalty—especially now that COVID has wreaked havoc in almost every industry.
The advent of digital innovations gives the healthcare industry a novel opportunity to enhance customer experience like never before. Customer expectations (especially for millennials) have increased. Meeting these expectations won’t be easy, but by staying patient-centric in the approach, and leveraging innovative technologies. such as Artificial Intelligence (AI), Machine Learning (ML), and Internet of Health, healthcare providers can create solutions that not only enhance the digital experience but also increase profitability.
Here are a few ways to can improve patient experience: