By: Felipe Rodriguez
March 11th, 2016
A Smart Strategy Healthcare is Using to Improve the Patient Experience
Patients continuously report low satisfaction with experiences regarding the entire healthcare industry. In part, this is because interactions in the consumer experience lifecycle are often disjointed and inconsistent, muddying opinions of the entire industry.
In a service-based industry like healthcare-one that so heavily relies on creating positive patient experiences-it can be hard to unify the number of touchpoints a consumer encounters. From the time a patient schedules an appointment to the time they're discharged from an organization's system, a single consumer may encounter multiple facilities, a number of employees, and numerous means of communication, many of which often repeat the same information.
Despite imagining most patient interactions as being face to face, a recent Deloitte study shows that "approximately 50-75% of the key interactions in the consumer lifecycle are virtual..."
Those who are offering disjointed experiences and communications opportunities are missing a large potential to differentiate themselves from other organizations.
As the number of virtual interactions is projected to increase in the coming years, healthcare providers are now obligated to make investments that create more seamless interactions across patient contact points.
The fix might be simpler than you think. That same Deloitte survey goes on to say those key virtual interactions, "can be more consistently handled by an enterprise contact center."
The Problem with Legacy Centers
Surprisingly (or not), legacy contact centers just aren't built for the speed, integration, or deployment of new features required of healthcare providers who want to offer the best experience to their patients.
Outdated, on-premise systems often have fragmented communications, poor connectivity, and clunky systems integrations. As equipment ages, it requires more maintenance, driving up IT costs, and makes it harder and harder to deploy access to new features. Add to this the limited growth options and lack of system evolutions. Organizations using legacy systems will only fall farther behind their competitors.
In short, healthcare providers insistent on maintaining legacy systems have essentially set themselves up for the poor patient satisfaction that has plagued the industry for years.
Download the Infographic: Evolution of the Contact Center and Patient Experience
Adopting a Modern, Cloud Healthcare Contact Center
Modern, cloud-based contact centers, as opposed to legacy systems, offer the flexibility and scalability to quickly provide patients with access to new features, while maintaining higher levels of security and optimizing workflows.
By offering a "one-stop-shop" that integrates features like IVR, virtual ACD, analytics, predictive dialing, and call recording, cloud-based contact centers allow integration across all patient touch points - from patient service to billing to maintenance and management of EHRs.
As patient interactions continue to evolve across all industries, healthcare providers have a massive opportunity to capitalize on new applications, services, and integrations through cloud-based contact center services.
Whether your patients are getting in touch via Facebook on their mobile device, through your website on their desktop computer, or through live chat from a laptop, a cloud-based contact center can help you make sure patients are staying engaged, records are being kept safe, and satisfaction ratings continue to improve.
Click here to learn more about how IntelePeer's cloud-based call center solution, Atmosphere, can help your health organization.
To see how Atmosphere can set your organization up for success by streamlining your healthcare organization's patient communication, request a demo today!