Patient experience (Customer Experience – CX) is one of the most important factors in the healthcare industry. Patients who have a positive CX are more likely to be satisfied with their care and more likely to return to the same provider in the future. A recent study by pwc found that 73% of consumers say that CX is an important factor in their purchase decisions behind price and product quality. Another study by Accenture found that 75% of consumers are willing to pay more for a product or service from a company that provides a good CX.
Doctors can implement a variety of CX strategies to improve the patient experience. Some of the most important strategies include personalized communication on digital platforms, engaging waiting areas, and tools for explaining medical procedures. By implementing these CX strategies, doctors can create a more positive and engaging experience for their patients, which can lead to increased patient satisfaction, loyalty, and referrals.
When patients have a positive CX, they are more likely to be satisfied with their care and more likely to return to the same provider in the future.
A positive patient experience can also lead to increased word-of-mouth referrals, which can help to grow a practice.
There are many ways that individual doctors can implement CX strategies to enhance patient experience. Some of the most important include:
Personalized communication on digital platforms
Digital platforms offer a great way to provide personalized communication to patients. For example, doctors can use email to send patients appointment reminders, educational materials, and follow-up messages. They can also use social media to share health tips, news about the practice, and patient testimonials.
When communicating with patients on digital platforms, it is important to use a friendly and approachable tone. Doctors should also make sure to tailor their messages to the individual patient’s needs. For example, a doctor might send a different email to a patient who is newly diagnosed with a chronic condition than to a patient who is coming in for a routine checkup.
The power of emails and WhatsApp
Email and WhatsApp are two of the most popular communication platforms in the world. Doctors can use these platforms to stay in touch with patients and provide them with personalized care. For example, doctors can use email to send patients results of tests, referrals to specialists, and other important information. They can also use WhatsApp to answer patient questions and provide support.
When using email and WhatsApp to communicate with patients, it is important to be responsive and timely. Doctors should also be mindful of patient confidentiality and make sure that all communications are secure.
Engagement in waiting areas
The waiting area can be a stressful place for patients. Doctors can make the waiting area more engaging and comfortable by providing patients with access to Wi-Fi, magazines, and other resources. They can also play calming music or display artwork.
Another way to engage patients in the waiting area is to offer educational materials. For example, doctors can provide patients with brochures about common health conditions or information about the practice’s services.
Tools for explaining medical procedures
Medical procedures can be complex and confusing for patients. Doctors can use a variety of tools to help patients understand their procedures, such as diagrams, models, and videos.
One popular tool for explaining medical procedures is augmented reality (AR). AR allows doctors to overlay digital images onto the real world. This can help patients to visualize their procedures and better understand what to expect.
Other CX strategies
In addition to the strategies listed above, there are many other ways that doctors can improve the patient experience. For example, doctors can:
- Be respectful of patients’ time and avoid making them wait unnecessarily.
- Provide clear and concise instructions.
- Be empathetic and understanding of patients’ needs.
- Follow up with patients after appointments.
By implementing CX strategies, doctors can create a more positive and engaging experience for their patients. This can lead to increased patient satisfaction, loyalty, and referrals.
How to implement patient experience strategies in a clinic
Here are some tips for implementing CX strategies in a clinic:
- Start by creating a culture of CX. This means that all staff members should be committed to providing a positive experience for patients.
- Collect feedback from patients. This can be done through surveys, focus groups, or simply asking patients for their feedback at the end of their appointments.
- Use the feedback to identify areas where the clinic can improve. Once you have identified areas for improvement, you can develop and implement CX strategies.
- Measure the results of your CX strategies. This will help you to determine whether your strategies are effective and to make necessary adjustments.
Here are some specific examples of CX strategies that doctors can implement in their clinics for better patient experience:
- Offer patients the ability to schedule appointments online or through a mobile app.
- Send patients appointment reminders via email or SMS.
- Provide patients with estimated wait times so that they can plan their time accordingly.
- Use a patient portal so that patients can access their medical records, request prescriptions, and communicate with their doctor online.
- Offer patients the option to check in for appointments electronically.
- Provide patients with comfortable seating and amenities in the waiting area.
- Have staff members greet patients warmly and welcome them to the clinic.
- Make sure that patients have access to clean and well-maintained restrooms.
- Respect patients’ time and avoid making them wait unnecessarily.
- Introduce patients to their caregivers and take the time to answer any questions they may have.
- Provide patients with clear and concise instructions.
- Be empathetic and understanding of patients’ needs.
- Follow up with patients after appointments.
- By implementing these CX strategies, doctors can create a more positive and engaging experience for their patients. This can lead to increased patient satisfaction, loyalty, and referrals.
Key Take Home Message:
Customer experience (CX) is often seen as a luxury that only large businesses can afford. However, even small doctors and clinics can implement CX strategies to improve the patient experience and get big results.
A positive patient experience can lead to a number of benefits for small doctors and clinics, including:
- Increased patient satisfaction and loyalty
- More word-of-mouth referrals
- A better reputation in the community
- Increased revenue
If you want to design a CX strategy for unmatched patient experience contact us today.
References:
Why the customer experience matters. – Report by pwc
