2018 Industry Trend: Personalizing the Patient Experience
In our highly digitized and data-driven world, today’s consumers have come to expect companies to know them, offer products based on previous purchases, anticipate needs based on interactions with the company and tailor messages specifically designed for them. Not surprisingly, patients (who are also consumers) have come to expect this same level of personalization from their healthcare providers.
Yet, in the midst of all this personalization, many patients feel the information they receive from their healthcare providers is not tailored to their needs. A recent West study found that only 12 percent of chronic patients feel strongly that their healthcare provider is doing a good job of delivering information specific to their needs and condition.
So how can healthcare organizations provide the personalization that patients want? Staying healthy is important to everyone, but achieving that goal varies by person. Providers can personalize all patient communications based on individuals’ health conditions, medications, lifestyle choices and personal goals.
How to personalize patient communications
Most healthcare practices already have the technology to personalize patient communications. However, they may not know how to use the tools they have—such as electronic health records and patient engagement technology—to create targeted and relevant patient outreach.
When healthcare teams prioritize patient outreach and personalize communications, they can often increase engagement and improve patient satisfaction. Why is this important? West survey responses revealed that feeling satisfied with their healthcare provider is important to 94 percent of patients, and 88 percent say they would switch providers if dissatisfied with their care.
Patients are counting on their healthcare teams to educate, encourage, remind and push them to make healthier decisions. Customizing patient communications using their existing technology allows healthcare practices to give patients the personalized patient experience they want, improving patient satisfaction as well as the practice’s bottom line.
Patient education is often associated with pamphlets, brochures and magazines. However, today's patients expect more engaging methods of communication because they became quite familiar with the usage of interactive digital tools throughout their daily lives.
Today, developing digital health programs is becoming a priority for healthcare companies. This focus on digital health comes as a result of realizing that technology provides endless opportunities to deliver solutions that improve patient satisfaction and bring patient-centered services.
People are increasingly taking more responsibility for their individual health and wellness needs. Better information at their fingertips can empower them to make better decisions about their healthcare.
New research from ZS confirms that waiting rooms and exam rooms remain important places to engage patients with pharmaceutical messaging. After all, the Vitals 8th Annual Wait Times Report, released in March 2017, reported that average patient wait times are about 20 minutes.
EY survey also shows that more than half of Gulf healthcare professionals agree that service quality is inconsistent
Eighty-five percent of GCC patients believe not enough is being done to improve patient experience, according to a new report by advisors EY.
A welcoming environment, a relaxing setting, and some soothing background music… Is this all what your patients would want in a waiting room? Of course not.