Why Customer Experience in healthcare is a game changer for market players?

This collaboration aimed to gain a profound understanding of how Customer Experience can significantly impact healthcare brands. Mr. Khandelwal provided a detailed insight into the key elements that define Customer Experience in the Healthcare Industry, highlighting its pivotal role in shaping the success of healthcare brands. He emphasized the promising prospects in this regard, underlining the necessity.

The Patient centric approach is always an integral component for healthcare brands that recognize the importance of CX. Please share your views on what defines CX in Healthcare Industry

Customer Experience in the healthcare industry refers to the sum of all interactions and touchpoints between patients / customers and the healthcare system or providers throughout their journey. The traditional model of healthcare often focused primarily on the clinical aspect of treatment. However, with the rise of CX in healthcare, there’s a shift towards patient-centered care.

This means healthcare providers are increasingly tailoring their services to meet the unique needs and preferences of each patient. This approach recognizes that patients are more than just their medical conditions; they have emotional and practical needs that affect their overall experience.

I believe that Customer experience begins even before a patient/customer visits your Healthcare facility. For example if a patient is planning to visit the Hospital, right from its accessibility to the convenience in the navigation within the Hospital system like appointment scheduling, admission, paper work, etc an experience takes its shape.

So, there are various touchpoints in terms of Quality of care, effective Patient education and communication that cumulates to a good Customer Experience. Patients often remember how they were treated emotionally and psychologically during their healthcare journey. Hence its of paramount importance to tailor healthcare experiences to individual patients needs and preferences and foster a stronger sense of connection and trust.

Overall, a positive customer experience in the healthcare industry reflects a patient-centred approach that places the patient’s well-being, preferences, and satisfaction at the forefront of all interactions and decisions.

In your opinion How does Customer Experience impact Healthcare Brand success?

Customer Experience (CX) has a significant impact on the success of healthcare brands. It can make or break your reputation in the healthcare industry, because patients are not just recipients of services; they are also customers who have expectations, preferences, and choices. And if you deliver the services catering to their needs they could become your Brand advocates which is very crucial for long term success.

CX actually drives the overall success and sustainability of healthcare brands in a competitive and dynamic industry. It influences healthcare brand success in various aspects right from leading to long term Patient retention to providing referrals, they hold a strong position to affect the Brand’s reputation. Satisfied patients are more likely to stick with a healthcare provider or system for their ongoing medical needs.

Another important thing is Word-of-mouth referrals that has a powerful impact in the healthcare industry, as people tend to trust recommendations from those they know. So Patients who have had a positive experience are more likely to share their experiences with friends, family, and colleagues.

Healthcare brand that consistently delivers exceptional CX stands out in the market and can attract more patients/customers and builds credibility. A focus on CX doesn’t just benefit patients / customers; it also positively impacts healthcare brand by optimizing the Financial performance and reducing the upfront cost in acquiring new patients. Hence this adaptability shall contribute to the long-term viability and sustainability of the brand.

In today’s world patient centered care transform Healthcare Experiences. Please share your views on the same.

Undoubtedly in my view, Patient-centered care is a transformative and highly effective approach to healthcare that shifts the focus from a traditional provider-centric model to one that revolves around the needs, preferences, and values of patients / customers.

It can have a profound impact on healthcare experiences in various ways. It can empower patients to actively participate in their healthcare decisions and make informed choices. Healthcare providers engaging in open and honest communication with patients, fosters a stronger provider – patient relationship and enhances patient satisfaction & builds trust inturn leading to positive word-of-mouth referrals.

Moreover, Treatment plans that are tailored to individual needs leads to more effective and relevant care. I believe that when patients feel heard and respected, they are more likely to adhere to service & treatment plans and follow medical advice. This, in turn, leads to better outcomes.

Alternatively you could actively adopt feedback driven approach to meet Patients preferences and expectations. To sum up patient-centered care transforms the healthcare experience from a transactional process to a collaborative partnership. It enhances patient satisfaction, clinical outcomes, and the overall quality of care, ultimately leading to a better CX .

According to you How can positive Healthcare experiences contribute to Brand advocacy?

Like I mentioned before, you should always aim for Advocacy from your Patients. Only fully satisfied Patients could help you reach your brand to a position where you don’t have to spend upfrontly on the acquisition cost. Positive healthcare experiences can significantly contribute to brand advocacy, where satisfied patients become enthusiastic advocates who promote and recommend the healthcare brand to others.

Positive experiences create emotional connections between patients and healthcare providers. Patients who feel cared for, listened to, and respected are more likely to form strong bonds with the brand and want to share their positive feelings with others. Word-of-mouth referrals are highly influential in the healthcare industry, as people often trust recommendations from those they know.

Positive reviews contribute to a strong online reputation, which can attract new patients who are researching healthcare options. Healthcare brands that prioritize positive experiences can create a sense of community among their patients. Patients who feel part of a supportive community are more likely to advocate for the brand. If you keep your approach Patient centric you would definitely land up to advocacy.

Last but not the least What do you think does the future hold for Customer Experience in Healthcare?

Definitely the future of Customer Experience (CX) in healthcare is going to be transformative and is likely to be shaped by ongoing technological advancements, evolving patient expectations, and a growing emphasis on personalized and accessible care.

I believe the adoption of telehealth and digital health solutions will continue to grow. This will provide patients with more convenient access to healthcare services, enabling remote consultations, monitoring of chronic conditions. VR and AR technologies could be used to improve patient education, preoperative planning, and pain management.

These technologies have the potential to create immersive and interactive healthcare experiences. Another application of ioT i.e. Wearable devices and remote monitoring tools will play a larger role in patient care, enabling real-time tracking of vital signs and health metrics, and facilitating early intervention.