CXM FOR HEALTHCARE

An exceptional patient experience is a necessity in the healthcare industry. Positive patient experiences translate into better health outcomes, patient loyalty, and a strong reputation for your healthcare facility. However – the complicated nature of the healthcare system can be frustrating for patients attempting to navigate it and this reality means that healthcare providers and businesses need to learn how to improve the patient experience in healthcare.

How can you elevate the patient experience and ensure your healthcare facility thrives? boostCX is a leader in customer experience solutions and we offer a powerful suite of customer experience management tools that can be used to help healthcare providers improve patient satisfaction and build long-lasting patient relationships.

Top 3 Ways to Improve the Patient Experience in Healthcare

In healthcare – the customer is the patient and the customer experience is the patient experience. boostCX is a trusted partner for businesses and providers in the healthcare industry that helps you provide a one-of-a-kind customer experience. boostCX offers a powerful toolkit specifically designed to empower both healthcare providers and healthcare-focused businesses to create a kind and memorable experience for patients.

boostCX goes beyond just technology – we are an extension of your team. We will help you engage with patients and customers on multiple levels, utilizing tools for automated appointment reminders, online bill pay options, and a centralized patient portal. boostCX also provides  in-depth feedback collection through surveys and social media engagement that can help you better engage with patients and pinpoint pain points in the patient journey. Armed with this information, you can devise data-driven strategies to personalize communication, streamline processes, and ultimately create a patient experience that fosters trust and loyalty.

1. Improve Patient Communication

Streamlining patient communications is a cornerstone of a positive patient experience in healthcare. Missed appointments, lost prescriptions, missed calls, and more are negative marks for any healthcare provider or business that can be resolved by improved communication. Implementing tools like automated appointment reminders and a centralized patient portal, can help keep patients informed, reduce patient frustration, and empower patients to take a more active role in their healthcare. This two-way communication fosters trust and builds stronger relationships between patients and healthcare providers.

2. Monitor Patient Feedback in Real-Time

Keeping your finger on the pulse of patient experience is crucial – and what better way than real-time monitoring. Tools that monitor patient feedback and sentiment in real-time and allow you to engage with patients in real-time, can help identify issues and frustrations as they arise. This allows for swift intervention and course correction, preventing small inconveniences from snowballing into larger problems for your patients and customers. This proactive approach demonstrates that you value patient feedback and are committed to improving the healthcare experience.

3. Focus on Employee Experience

A happy and engaged staff is the backbone of a positive patient experience in healthcare. When the employee experience is positive and employees feel valued and supported, they’re more likely to go the extra mile for patients and boostCX can be a valuable tool here. By gathering employee feedback through surveys and internal communication tools, you can identify areas for improvement and create a more positive work environment. This translates directly to better patient experiences, fostering trust and loyalty that keep patients coming back.

Elevating the patient experience in healthcare is vital to your success as a provider and business. Healthcare-related businesses that want to learn how to improve the patient experience in healthcare may discover a brand-new strategy in this overview created by boostCX.

Contact boostCX today to learn more about how our customer experience management solutions can help you succeed in the healthcare industry!

Patient feedback is a vital aspect in the healthcare industry and patient surveys are a common method used to help improve the patient experience. To better understand and address the patient experience, healthcare organizations must first understand the patient journey and it is important to ask – what is the patient journey in healthcare? Armed with this knowledge and the right tools, healthcare professionals can better identify pain points within the patient journey and implement new strategies to improve the patient experience – and we are here to help at boostCX.

What Are the 5 Stages of the Patient Journey Map?

The patient journey map is a crucial tool in healthcare, outlining the path a patient takes from the first point of contact through ongoing care – and every stage of the patient map represents a touchpoint of the patient experience that plays a key role in their satisfaction. The patient journey map has five stages – Awareness, Consideration, Access, Services Delivery, and Ongoing Care.

It is crucial for any healthcare organization to understand and optimize the patient journey as it directly impacts the patient experience and the reputation of your organization. A well-managed patient journey can lead to improved patient satisfaction, increased loyalty to your organization, and positive word-of-mouth, all of which can contribute to the growth and success of your organization.

Here is a closer look at each stop on the patient journey map:

1. Awareness

The Awareness stage of the patient journey is the initial phase where patients identify a health concern and begin seeking information. This stage is crucial as it sets the tone for the patient’s perception of their healthcare journey and will influence their choices of healthcare providers and treatments. Online searches, reviews, marketing, networking, and word of mouth are all elements that influence this stage of the patient journey.

2. Consideration

The Consideration stage is a critical step in the patient journey that involves patients evaluating different healthcare providers and treatment options based on the information they have at their disposal. This step in the patient journey is where patients make informed decisions about their healthcare, based on factors like quality of care, cost, location, and reputation.

3. Access

The Access stage of the patient journey, where patients make appointments and access healthcare services, is a key touchpoint in the patient experience. It’s during this stage that patients have their first direct engagement with your organization, making it a critical opportunity to establish a positive first impression and build trust. Patient engagement can occur via a variety of mediums in this stage – phone calls, patient portals, text messages, and emails.

4. Service Delivery

This stage of the patient journey encompasses consultations with medical professionals, tests, treatments, and procedures. This stage of the process is directly correlated with patient satisfaction. The quality, efficiency, and empathy exhibited at this stage of the patient journey has great influence on a patient’s overall perception of care and their likelihood to recommend their healthcare provider to others.

5. Ongoing Care

The Ongoing Care stage of the patient journey, which includes post-treatment follow-ups, rehabilitation, and preventive care, is a valuable opportunity to gather patient feedback. Insights gained at this stage can help healthcare providers better understand the patient experience, identify areas for improvement, and adapt their services to meet evolving patient needs and expectations.

What Are the Benefits of Mapping the Patient Journey?

Mapping the patient journey offers numerous benefits to healthcare providers and organizations. It provides a comprehensive view of the patient’s experience from start to finish and this understanding can help identify gaps in service, areas for improvement, and opportunities to enhance patient satisfaction. This practice creates a visualization of the patient’s path that allows healthcare providers to design more effective interventions, streamline processes, and personalize care.

Here is a short list of the benefits you can expect to discover when you create a map of the patient journey for your healthcare organization.

• Provides a common view of the patient experience for your organization
• Identifies common pain points that patients experience within their journey
• Creates a comparison between the intended patient experience and actual patient experience within your organization
• Helps your organization refine patient surveys and feedback strategies
• Helps build a shared ownership of the patient journey and experience

In conclusion – understanding the patient journey in healthcare is crucial for improving the patient experience and your level of care. Each stage of the journey, from start to finish, provides new opportunities to engage with patients and meet their needs effectively. Equipped with customer solutions like the boostCX Customer Experience Platform, healthcare providers can gather and analyze patient feedback, manage their online reputation, and leverage insights to make data-driven decisions.