Increasing customer satisfaction in the era of Virtual Care

Introduction

The coronavirus pandemic of 2019 accelerated the world’s adoption of remote working. Every industry was grossly affected as working from home became the norm across the global landscape. Not to be left out, the healthcare industry, was also grossly affected as the usage of virtual healthcare has since risen and many healthcare providers were forced to adapt to seeing patients remotely. However, in the rush to digitize and enable a business, an overlooked and important piece of the puzzle can sometimes be forgotten; the patient.[1]   The speed at which some healthcare practitioners changed their businesses meant that the Customers’ Experience (CX) was sometimes overlooked and not optimized. But in the digital age, as we shall see, customer experience should not be ignored.

Why CX is so important

An overwhelming amount of research points to the increased importance of customer experience within the healthcare industry. A study by the Harris Group indicated that 72% of millennials, an increasingly important demographic, prefer to purchase experiences over material items.[2]   Research powerhouse Gartner also notes that 90% of businesses will compete over experience and 86% of customers would pay for better experiences.[3]   This clearly shows that if you’re looking to compete as a business, Customer Experience should be top of mind. Furthermore, in the age of virality where one bad online review can send a business’s profits spiraling downward, CX is of the utmost importance.

Ways to improve customer experience

A) Attain a complete patient view from all healthcare providers

Because patients rely on so many different medical practitioners, efforts should be made to encourage data-sharing. Despite being admittedly difficult at times, a mental health facility having access to a patient’s family doctor visit can only serve to increase CX.

B) Understanding the full customer journey

A chronically ill person can face quite a complex medical journey. From accessing an ambulance to requiring care from a post-acute care provider, being able to understand the full customer journey in continuity and not just one-off visits can provide a top-tier experience each time.

C) Connected care

Due to the prevalence of mobile phones and other digital aids, customers’ health information can be accessed remotely and readily made available. Remote patient monitoring sensors can also be leveraged ensuring that customers receive a very proactive form of care. Other digital tools can be harnessed to increase existing levels of customer experience.

D) Prioritize pricing transparency

Rather than attempt to perplex customers with confusing pricing, customers should be fully aware of what they’re paying for with simple language as uninformed decisions can lead to terrible experiences. Clear and simplistic pricing should always be a huge focus.

E) Improved claims management

Getting reimbursed for a claim is one of the main gripes of customers when it is not a streamlined process.[4]  An easy and clear reimbursement process will only serve to increase CX and thus healthcare providers should work earnestly with insurers to ensure that the repayment process is clear, easy to understand, and not lengthy.

How Sigmund Software can help

At Sigmund Software, we develop software with customer service in mind and aim to provide powerful, adaptable products that allow clinicians to focus on their patients.

We help businesses by providing custom solutions that help optimize a healthcare practice and ensure that you have enough time to focus on the most important cog in the wheel, your patient. Our solutions allow you a certain degree of customizable integration with other healthcare-related software and partners and thus take care of most of the issues identified above.

Contact one of our representatives for a quick demo to learn about how Sigmund Software can optimize your environment and your patients’ experience.

[1] https://www.forbes.com/sites/brentdykes/2022/04/20/dont-let-a-misguided-ai-strategy-sabotage-your-brand-experience/?sh=1eea34ad603c

[2] https://eventbrite-s3.s3.amazonaws.com/marketing/Millennials_Research/Gen_PR_Final.pdf

[3] https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey

[4]  https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey