More and more, the health industry is discovering the importance of the focus on customer experience, known as CX. “Patients have become consumers and are demanding assets and receive consistent medical care with their broader expectations of unhealthy care,” Accenture said.
For successful, companies in the health and well -being sectors must understand what customers are looking for. That begins with a crucial step that is also difficult or difficult: unify the customer experience through a single platform.
A recent study of “the factors that influence customer satisfaction in the health sector” found that, in the client’s opinion, competition is more than medical knowledge and clinical skills. It also includes “effective communication with patients.” Research shows that good communication helps to generate trust “and a better understanding of patient needs. The improvement of communication channels, including information technology to connect patients and suppliers, has been a key strategy to improve customer satisfaction.”
Achieving this requires an omnicanal experience. Patients should be able to communicate with the suppliers of innumerable forms, from applications to email, text messages, telephone calls and more, all with compliance with Hipaa. Every time I mess up or talk to the client, you must know everything about the customer’s trip. This includes medical history, allergies, risk factors, preferences, groups and much more.
At this time, there is no good reason for patients to have to provide this information at each point of contact. A Unified Client Experience Management Platform (UCXM) brings together information from each interaction. It also uses AI to provide information at a glance, so that the provider can know key information instantly.
“We believe that the new concept of omnicanal participation in medical care can be of great benefit for patients and the system once it is successfully performed in their maximum potential,” said a group of scientists in the Journal of Medical Internet Research. Personalization will improve and maintain the patient’s participation, as well as, “ultimately, the quality of the care and the results of the patient,” they added.
Deloitte has also pointed out that creating and omnichannel client’s trip helps with customer acquisition, conversion, retention, customization, optimization for marketing and more.
This change is underway in other sectors. Successful organizations are transforming their operations to create a single experience so that, regardless of how they get in touch, consumers feel more secure that the organization “knows.” – And respect your time.
Remain at the forefront
At this time, it is easier than ever to assume a UCXM platform. Moving can take some time, effort and expense, and should be done carefully. But the benefits are clear, even to the final result.
“The adoption of an omnicanal strategy has the potential to improve efficiency and productivity because medical care providers can grow their businesses; increase efficiency through processes, technology, information and clinical data or access; scientists informed in the procedures of the May Clinic: Digital Health.
The system can also reduce portfolios that make patients wait many hours or even days to receive treatment in hospitals. With personalized attention available “through a variety of banles, such as online platforms, mobile applications and telesalud,” some patients can be treated by a primary care provider “without the need for physical citations.” The study found.
The best omnicanal strategies are also built to continue evolving as the new technology opens new possibilities, and a new research demonstrates what works best. For example, a recent study at the International Journal of Innovative Science and Research Technology analyzed the customer experience in multiple sectors, including medical care. He found strong evidence that communication channels should include voice biometry.
“Given the growing demand for safe and efficient authentication methods, voice biometry has become a critical solution, special in industries such as banking, medical care and personalized service,” the study said. In one case, “a leading telesalud provider adopted voice biometry to verify the identities of patients, reducing unauthorized access to medical records by 30%. This integration also optimized the skeduling of appointments and without seams and without seams and without seams and without seams and without seams and without seams and without seam without seams and without seams. ” “
At a time when medical personnel are overloaded, this child of automation can help greatly. By unifying communications and taking advantage of AI potential, customers and staff can enter a new and healthy era.
Image: Marchmeena29, Getty Images
Tomas Gorny is co -founder and CEO of Nextiva, a unified customer experience management platform that empowers employees, partners and customers with the best tools to help their businesses to grow fearfully. An award -winning entrepreneur is committed to helping business for success with powerful and intuitive technologies. He and his team work with companies in numerous industries, including medical care. The latest Nextive report is the leader’s guide for CX trends in 2025. Tomás is also a philanthropist, which carries out a variety of projects through Nextive Cares and Gorny Foundation.
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