The Next Frontier for Customer Experience Management: Hospitals


As more organizations shift their focus to maximizing customer experience, the ability to deliver a memorable and successful interaction becomes a critical differentiator. In the healthcare industry, patient experience – the quality and value of patient/provider interactions—has become a key area of interest for hospital and other healthcare providers.

Thinking of a patient as a customer is a fairly new concept, but looking at customer experience methodologies can help healthcare organizations consistently stay ahead of patient expectations. The ability to facilitate convenient, 24×7 access to patient information and services via multiple communication channels has become essential.

Related article: Avaya’s Futuristic Vision for Healthcare: Telemedicine, Doctor-to-Doctor Texting, Better Customer Service

Patients have more alternatives for care than ever before. They now expect to be able to communicate effortlessly with their healthcare providers. Whether it’s providing more intelligent systems, better self-service capabilities, simplifying proactive engagement, or streamlining the patient experience, Customer Experience Management solutions help healthcare organizations increase patient satisfaction by enabling great interactions.

Patient satisfaction is a key aspect of the Patient Protection and Affordable Care Act. It is used as an indicator of provider performance and can put at risk an estimated $500,000 to $850,000 annually per hospital. Hospitals and healthcare providers have begun to shift their focus from pay-by-the-service to pay-for-performance, in order to limit their risk, as well as stay ahead of patient expectations.

It is refreshing to see healthcare providers focus on the satisfaction of their patients. Other industries have also shifted their views on customer experience, leading to not only having more satisfied customers and employees, but also a healthier bottom line. This new focus will hopefully lead to better quality care for patients and improvements to healthcare provider operations across the continuum of care.

If you would like to learn more about what Avaya can do to help organizations deliver legendary customer experiences, please join our upcoming Enterprise Connect webinar on Wednesday March 26 (11AM PST/2PM EST).

We will be discussing how contact center technologies such as self-service and proactive engagement enable a unified customer experience. In addition, we will also be presenting the results and conclusions of the upcoming 2014 Avaya Customer Experience Survey.

Please visit our registration page to sign up for the webinar.

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