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© 2015 Brandworkz
Four tips for ensuring a great customer
experience in the healthcare industry
.
The balance of power in the healthcare
industry has moved from insurers and
providers to patients
Today, the healthcare industry must focus
on :
hospitality
customer experience
customer satisfaction
How do you create a great
customer experience?
1. Two-way customer communication
 Use feedback forms during and after patient visits and act
upon the results at once
 Create online communities where pa...
7
2. Consistency in every media channel
 Use brand guidelines to set out how the brand should be
represented across channels and during all interactions with
pat...
9
3. Educate and empower employees
 Create an online environment where staff can educate
themselves about how to deliver a high level of patient
experience
...
11
4. Understand your patients or customers
 Embrace an “anywhere, anytime” model of information to all
patients via the channels that suit them best
 Where possibl...
70% of healthcare consumers attribute
staff attitude
to their positive impression of
the experience.
Retail industry = 38%...
Provide all your staff
with the skills and resources
required to ensure an
exceptional patient experience
with
BRAND MANAG...
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Power in the healthcare industry has moved from the providers to the patients. This presentation sets out four tips that the healthcare industry must adopt to deliver a great customer experience .

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Four tips for ensuring a great customer experience in the healthcare industry

  1. 1. © 2015 Brandworkz Four tips for ensuring a great customer experience in the healthcare industry
  2. 2. . The balance of power in the healthcare industry has moved from insurers and providers to patients
  3. 3. Today, the healthcare industry must focus on : hospitality customer experience customer satisfaction
  4. 4. How do you create a great customer experience?
  5. 5. 1. Two-way customer communication
  6. 6.  Use feedback forms during and after patient visits and act upon the results at once  Create online communities where patients and insurance subscribers can discuss and educate themselves about health issues  Use social media and blogs to provide insights into healthcare  Monitor all these channels to get feedback and solve issues before they arise 6
  7. 7. 7 2. Consistency in every media channel
  8. 8.  Use brand guidelines to set out how the brand should be represented across channels and during all interactions with patients  Centralise these guidelines in a cloud-based brand management platform. Give access to all employees so they can educate themselves and communicate consistently  Instruct staff about how they can personally ensure customers and patients have the same level of service and experience during every interaction 8
  9. 9. 9 3. Educate and empower employees
  10. 10.  Create an online environment where staff can educate themselves about how to deliver a high level of patient experience  Reward and celebrate staff who deliver the necessary patient experience  Take insights from the hospitality industry and apply them to the healthcare industry 10
  11. 11. 11 4. Understand your patients or customers
  12. 12.  Embrace an “anywhere, anytime” model of information to all patients via the channels that suit them best  Where possible, group on-site services together  Take lessons from the hospitality and hotel industry and provide services that make the patients visit enjoyable as possible 12
  13. 13. 70% of healthcare consumers attribute staff attitude to their positive impression of the experience. Retail industry = 38% Airline, banking and hotel industries =33%.
  14. 14. Provide all your staff with the skills and resources required to ensure an exceptional patient experience with BRAND MANAGEMENT SOFTWARE 14

Power in the healthcare industry has moved from the providers to the patients. This presentation sets out four tips that the healthcare industry must adopt to deliver a great customer experience .

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