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Why Customer Experience Matters In Healthcare

Why Customer Experience Matters in Healthcare

“A strong CX is paramount because it helps to build referrals, attract top talent in the medical field, grow your organization, and strengthen community relations—all of which can affect the level of care you’re able to provide.”

Healthcare is a vital part of every patient’s well-being, and in many cases your patients may visit you simply because they have no other choice. But that doesn’t mean the customer experience is any less important.

Customer experience in healthcare is too often considered an afterthought to delivering medical services, but good medical care simply isn’t possible without a well-tailored experience. A strong CX is paramount because it helps to build referrals, attract top talent in the medical field, grow your organization, and strengthen community relations—all of which can affect the level of care you’re able to provide.

What Does a Good Customer Experience Look Like in Healthcare?

Patients are demanding more from your healthcare organization than ever before. They expect empathy and concern when calling their provider. They want accurate answers and results without being placed on hold. They want organizations to provide timely follow-up on appointments, prescription refills, follow up visits, and insurance questions.

But when questions go unanswered, calls go unreturned, and communication fails, they may feel as though the quality of the healthcare they receive is also lacking.

A good customer experience can take many forms, but it’s more than having a pleasant voice on the phone or not being placed on hold. A single patient may experience multiple areas of your organization, from calling a scheduler to coordinating with a lab to speaking with your billing department. This experience should be a comprehensive, integrated one that represents your organization as a whole and puts the patient first.

How Healthcare Organizations Can Improve CX

Your healthcare organization should become a place where patients not only receive top quality care, but also the confidence that they’re putting their health needs in the right hands.

Reshaping your customer experience can seem like a daunting project, but the rewards are becoming too great to ignore. You can take the first step toward a better CX by listening to your patients’ experiences and finding gaps in consistency. No gap is too small to fill, so take care to approach each concern with the same level of care that your doctors provide during treatment.

It isn’t hard to see that improving the customer experience for every patient allows organizations to improve the quality of their healthcare. When you can present a seamless, well-rounded experience, the patient, the providers, the staff, and the organization wins.

Stephen Pappas

With more than 20 years experience in enterprise software sales and operations, Stephen Pappas manages all aspects of Panviva’s North American operations. He previously served as a Director of International Sales with Harte-Hanks Trillium Software, where he took their enterprise data management offering to 54 countries. Other roles have included Executive Vice President of a SaaS software start-up and Director of Sales and Business Development at PageFlex.

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