Aug 6
2020
How To Create A Customer-Centered TeleHealth Experience
The COVID-19 pandemic has indeed shed some light on the healthcare sector, especially in terms of how services are rendered. Even though remote care services have been around for a while, they have only now started gaining popularity.
These services continue to revolutionize the healthcare sector even beyond the pandemic, which is a welcome innovation. With the speed at which the world is moving, and with the changes that come with it, healthcare cannot remain the same since livelihoods depend on it. There is the need, however, for a more customer-centered approach when it comes to telehealth, that will be discussed in this article.
Why must telehealth focus on the customer experience?
There are a lot of benefits of telemedicine and telehealth in general, and there is evidence to prove it. It is cost-effective and speeds up the process of diagnosis, not to mention the convenience it brings. However, in conversations about the implementations, one of the things that are not at the top of the list is patient (or customer) satisfaction. This is surprising because when it comes to healthcare, patients need the reassurance of the results of the service they have paid for, and they need to reap all the benefits of the service and more.
What it means to create a patient-centered experience is to consider the patient’s satisfaction before other features, including how sophisticated the technology is, when evaluating the platforms. There are a few questions to answer in this regard. For example, how easy would patients find it to use the platform? Will they be eager to use it? Would the service be faster than when receiving care in person? And what is there any significant difference in the quality and outcomes of the service?
In creating a telehealth platform that answers these questions and many others for the benefits of the customer, there is an opportunity to reap certain benefits. For one, the financial incentive that comes from taking this initiative cannot be passed on. Facilities and organizations that go this route also get to gain new clients and hence more business.