Every health care provider strives for the best healthcare customer experience possible. Providers simply must evolve customer service technologies to improve customer experience in health care. Creating a better overall experience while leveraging state-of-the-art digital technologies will result in tremendous advantages including increased revenue, enhanced patient satisfaction, and greater organizational growth.
In order to understand how to get the best from your technology investments, it’s important to consider what your customers expect. This is perhaps the most important issue when planning your investment strategy. What are they expecting from you? What would they pay you to deliver a superior level of service? How quickly can you make them aware of improvements or enhancements? Are they willing to pay more if you make these changes?
Healthcare providers should be focusing their investments on meeting customer needs. It is only by doing this that they will be able to maintain a competitive advantage in the highly competitive healthcare industry. One of the ways to meet customer needs is by developing a more customer-centric approach. According to a May 2001 survey, seventy percent of U.S. residents described the process of obtaining and using medical information as a time-consuming, unpleasant experience. Furthermore, only thirty percent of medical device users described having a high level of satisfaction with their current health information management system.
This is where an effective and innovative information management system can make a real difference. As this research indicates, customers do not like waiting on customer-facing technologies for approval, as well. Technology transfer processes take longer, cost more, and require additional training. A faster and easier approval process is required. Thus, it becomes imperative for hospitals and other medical centers to look for ways to accelerate customer-facing technology development.
Another way to meet customer requirements and improve satisfaction is through innovation and the deployment of new technologies. Patients want new and improved products and services. The medical device industry is already moving to a more customer-centric focus, as many healthcare organizations are using IT to improve their customer satisfaction levels. Some studies indicate that patients want and need a new medical alert system, home monitoring system, or computerized toothbrush monitors more than ever.
In addition to using IT to enhance customer experiences, healthcare organizations should be thinking about how to utilize big data and apply it to their strategic business initiatives. Data mining is one of the technologies to consider in this regard. According to Healthedge, a business unit of Mead Paper, healthcare organizations can use large data sets such as electronic health records and hospital claim information to identify profitable opportunities and other problems, before they occur.
Another emerging technology to improve customer experience is advanced billing solutions with the use of artificial intelligence. According to Cisco, ACPs – Automated Clinical Billing Software Systems are expected to continue to grow at a rapid rate, driven by the convergence of electronic medical record systems and medical billing software across various customer care and business units. According to ACPs specifications, the software must be compact, flexible, and allow easy collaboration among billers, departments, medical staff, insurance administrators, physicians, and patients. To enhance customer experience, healthcare companies may consider applying the technology directly. The advantage of the direct application is that the technology is more flexible, allows greater customization, and is faster.
Some of the technologies to improve customer experience are available now, such as electronic health records and medical billing software. However, it is important for healthcare providers to consider the best solutions before deploying them across the organization. One way to select the best solution is to determine which of these technologies can be applied directly. Healthcare providers may also look to third-party solutions. In doing so, they will benefit from the collaboration of multiple players in the healthcare industry, thus ensuring that the application is implemented properly. The best part is that healthcare providers can choose the most appropriate technology based on their operational requirements, budget limitations, quality set targets, as well as a business strategy.
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