What is Healthcare Customer Experience?
Customer Experience (CX) in healthcare means how patients understand their interaction with healthcare systems and providers. Patient experience includes appointment setting, time spent in waiting rooms, online patient portals, viewing lab test results, or any doctor-patient interactions.
Healthcare customer experience is still an evolving concept, with digital innovations such as virtual appointments, online charting, and telehealth services being relatively new to many healthcare organizations. Telliant’s healthcare customer experience services can help ensure patient satisfaction by preventing miscommunication and eliminating confusing experiences that could negatively impact care.
Statistics Highlighting the Need for Healthcare Customer Experience Services
95% of customers reported a negative experience in healthcare
64% of consumers would consider switching providers for a better overall experience
81% of healthcare organizations are currently investing in technology
Why Choose Telliant’s Healthcare Customer Experience Management Services?
Telliant’s healthcare customer experience services streamline the complex healthcare journey by integrating multiple systems that often lead to fragmented experiences. We ensure smooth communication across teams and touchpoints, providing real-time insights to guide patients seamlessly from one stage to the next, improving both patient satisfaction and outcomes.
Patient-Centric Approach
Telliant’s healthcare CXM services are designed to enhance the overall quality of patient care and experiences. Our goal is to offer a personalized approach for each patient, fostering a more connected and seamless experience with healthcare providers.
Outcome Focused
As digital tools become more prevalent in healthcare, their complexity can lead to patient confusion. Our digital healthcare CX services ensure that these tools are user-friendly, allowing patients to navigate them effortlessly from the comfort of their homes. We also provide real-time insights to healthcare providers, helping them improve patient outcomes.
Industry Expertise
Telliant brings deep knowledge and experience in healthcare technology, developing healthcare CX solutions that align with the complexities of the industry. We understand the unique challenges healthcare organizations face, from regulatory concerns to patient-centric care.
Compliance & Security
As healthcare customer experience (CX) is still an emerging concept, regulatory compliance can sometimes slow the adoption of digital tools. We ensure that your healthcare software is fully HIPAA-compliant and adheres to industry standards, addressing any legal and regulatory concerns.
Technology Integrations
We adopt the latest technologies, such as AI-driven chatbots, mobile apps, and CRM systems, through our healthcare customer experience services to create smooth and efficient communication channels between patients and healthcare providers.
Latest Trends in Healthcare Customer Experience
With healthcare organizations shifting from a provider-focused to a patient-centric approach, alongside advancements in technology, customer experience in healthcare has become essential. The adoption of digital customer experience strategies and tools has already transformed the way healthcare is managed and delivered, significantly improving patient satisfaction.
Chatbots
Artificial Intelligence
Automation
Patient Portals
EHR/EMR
Mobile Apps
Wearable Devices
Self-Service Kiosks
Telemedicine/Telehealth
Virtual Care
FAQ’s for Healthcare Customer Experience Services we Offer
Healthcare CXM focuses on understanding and analyzing patients’ needs, behaviors, and actions to deliver more effective, efficient, and cost-efficient solutions. Given the fragmentation and disconnection within healthcare departments and systems, patients often experience confusion and inconsistency. Healthcare customer experience management services prioritize CX, leveraging advanced technology to enhance patient satisfaction and improve outcomes.
According to Accenture, 67% of customers have had negative healthcare experiences, highlighting the critical need to prioritize healthcare customer experience (CX). For healthcare organizations, focusing on CX provides a competitive advantage, improves customer retention, enhances reputation, and helps reduce operational costs.
To enhance healthcare customer experience, organizations can implement automation tools, ensure the security of patient data, offer 24/7 access to patients, upgrade software with the latest technology, and utilize digital CX tools such as patient portals, chatbots, appointment reminders, and more. Telliant Systems can help you achieve these goals by providing tailored solutions that improve patient engagement, streamline operations, and elevate overall care experiences.
