How to Improve the Patient Experience in 2020
19th Dec 2019
When you think about great customer service, a few companies stand out: Amazon, Marriott, Delta Air Lines, Wegmans, Sephora. Rarely is a hospital or other healthcare organization held up as a model of service for others to follow. Why is that? Should you care? If so, what should you do about it?
It’s just been a while that in healthcare we have moved from Patient satisfaction to patient experience, while other service industries have moved from customer satisfaction to customer delight quite a while ago, health care and hospitals are just now inching towards the delight aspect of the service. So, what exactly is patient delight? Is it the right diagnosis and the way doctor speaks and treats in the consultation room? The facilities or plush looking lobbies at the hospital or more of digital presence with the patients where they are?
When does the Patient Experience journey start?
When David Duvall the chief experience officer of Henry Ford Health System was asked, on the patient experience:
“A person's wellness journey begins long before she walks through our doors or before he makes his first appointment. It begins with how our customers perceive us before they make the decision to trust us with their care or their family member's care. Once that decision is made, we enter into what we hope is a lifelong commitment to create an ongoing experience that is heartfelt and personalized, seamless and convenient.”
Recently, an analysis of almost 1200,000 online reviews of hospitals showed customer service is patients’ primary frustration. In fact, according to this study, 96% of patient complaints are related to customer service, while the other 4% cite clinical care or misdiagnoses. Surely healthcare providers, especially those in high-level hospital management, don’t realize patients’ perceptions of their service is so poor. After all, for decades, the healthcare industry was very insular, having little reason to compare their customer service to anyone except each other, thus setting the bar fairly low.
Today, patients are consumers and, more importantly, customers. When they call or come through your doors, they’re savvier and have higher expectations than ever before. And we all know the power of social media. As they do in every other consumer category, patients won’t hesitate to tell the world if their experiences with a hospital and its staff aren’t up to par – not by healthcare standards, but by the standards set by other industries such as hospitality, financial services and retail who have customer service down to a science. It’s time for hospitals and providers to benchmark and improve service based on those players, because that’s what your patients are doing.
“In reality Patient experience starts much before the hospital and ends much later than the consultation. When the patients start discovering about their health, medical conditions, facilities, doctors etc till the point of post treatment health discovery on whether they are healing well or to keep them in best of their health post their treatment plan. Compassion should be a commodity in healthcare. From registration and scheduling, all the way to billing and collections, the patient experience should be pleasant. Gone are the days when a warm body following a script will suffice. So apart from
Great service at the hospital using technology to create a personalized experience seamlessly from digital to physical and vice versa is necessary to achieve a delightful patient experience.
Have hospitals been putting deliberate effort to enable a good Patient experience digitally?
To put in a single word, how has the digital patient experience evolved in the last few decades?
In the 1990s the patient satisfaction needs were only met at the hospital consultation room where the patients were walking in directly and taking appointments.
In the 2000s the hospitals started engaging patients before the consultations with the websites in place and sharing email communications. Providing them a way to Request for an appointment or a service.
In 2010s hospitals concentrated more on the digitally changing experiences in other sectors like banking, hospitality etc. By building apps. And with the listings on the ZocDocs and practo’s of the world.
With the listings and images the hospitals were increasing the accessibility to newer patients but soon this led to paid postings and reviews.
Now is the 2020s where hospitals are adopting to chatbots, AI engines and predictive analysis to increase the patient engagement. But as the nature of healthcare is, the chatbots have proven time and again that just an answering machine cannot meet the consumer needs in healthcare.
To solve these complex needs of healthcare, we at Praktice are using Artificial Intelligence technology to deliver personalised patient experience
To every patient across the care continuum.
Praktice.ai is the healthcare Artificial intelligence company which helps hospitals harness the powerful potential of Artificial Intelligence to strengthen connections and improve the patient experience throughout the continuum of care between patients and health systems. Just as navigation staff plays a vital role in delivering care, managing what patients go through on a day to day basis, hand holding them throughout and post the care process enabling a viable relation with the patients. Similarly, Praktice has built the AI system which enables the personalised care navigation 24x7 for a hospital's patient.
Praktice AI Care Navigator:
Identifies and helps remove barriers or obstacles that may prevent patients from getting to where they need to go or that may delay how fast they get there:
Understand the patient’s medical natural language query, triage their concerns, understanding the symptoms, conditions, technologies, diagnostic tests, doctor name, service names, health packages and a ton more broken ways of talking about a specific case, treatment options, etc. To be able to understand the patient’s context and triage the medical problem in the least yet accurate steps is the most important step in care delivery.
Direct patients on how to get on the correct pathway and stay on course, redirecting them when needed Manage the referral process and availability of visiting and resident doctors.
Autonomous Referral navigation (using decision algorithms and image recognition technologies)
Operational understanding on the doctor’s preference and match on patients
Operational understanding on the centres or the services navigation
Insurance intelligence in navigating the care.
Automate the backend processes for realtime serviceability
Interoperable between different systems of your hospital, Real Time scheduling
And Time ability to manage these bookings. Check realtime authorisations on the referrals, insurances etc to guide to the right location of the clinic or hospital centre. Make right decisions on follow ups at right time
Seamless experience in hospital
With the auto registration, our AI system facilitates the patients faster check-in process and reduces wait times by optimized service or provider matches.
Our AI solutions channeled via chat and voice can go a long way to move your hospital toward Amazon, Marriott and Southwest Airlines on the customer service continuum.
Automating and augmenting your frontline operations with Praktice.ai can help you improve patient satisfaction scores while optimizing revenue and increasing efficiency.
Learn more about our Healthcare AI Assistant services can help you improve the patient experience, grow revenue and maintain positive cash flow.