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Customer Experiences in Healthcare

Customer Expertences in Healthcare 74 31 Five factors that create a demand for revamped customer experience in healthcare Increased Cost Sharing % increase of Push for Value % of Americans use of retail • Heightened Desire for "On Demand" paying at least a health clinics Information Access 1/4 of their in the US. Health Reform healthcare premiums. How Customers of Healthcare Providers Stack up to Customers of Retail, Airlines, Hotels, and Banks' 70% "Willingness to share Willingness to is important from a Share Good business perspective Experiences because it is related with Others: 54% to willingness to rec- ommend." 69% "Price was the top 000 influence in all indus- Price is the tries except healthcare top influencer provider, where per- in choosing a 8% sonal experience service: ranked first." 24% "Seventy-two percent Personal of consumers ranked Experience is top driver in provider reputation and personal experi- choice: ence as the top drivers 42% of provider choice." шшН "Negative moments of S69% truth can be reversible. Eighty-eight percent of Staff attitudes consumers surveyed are contribute to willing to returned to a decisions retailer that apologizes 70% about future following a bad experience, choices and healthcare consumers responded similarly." Enhancing the Patient Experience² % of respondents 88% who said that this 86% behavior would make their patient experience better Hand a patient a printed Talk to a patient about summary of their visit as changing their behavior 82% they leave the office, in- rather than immediately cluding diagnosis and plan prescribing a drug of action Provide a patient with a reliable estimate of their charges for a specific surgi- cal procedure they need 66% Offer an app that allows a patient to log in securely to see their test results, sent private messages to the doctor, etc. 64% 60% 35% Send a patient a text mes- sage about 30 minutes be- Use a mobile device (smart fore their scheduled apt to Offer free WiFi so that a phone or tablet) to look up tell them if the doctor is patient can connect to the information about a drug running on time before telling the patient Internet while they are waiting to see the doctor about it SOURCES: 1. "Customer experience in healthcare: The moment of Truth" by PricewaterhouseCoop- ers LLP- 2. "Innovative Ways to Improve the Patient Experience" by Catalyst Healthcare Research - http:// customerexp/ DESIGNED BY CHARITY SINGLETON, CIPROMS, Inc. CIPROMS

Customer Experiences in Healthcare

shared by charitysingleto... on Aug 15
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Two recent studies by PricewaterhouseCoopers LLC and Catalyst Healthcare Research have placed the patient experience as "customer" under the microscope. One study focuses on customer behavior in healt...




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