© 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 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

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72. Consistency in every media channel

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

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3. Educate and empower employees

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

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4. Understand your patients or customers

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

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70% of healthcare consumers attribute

staff attitude

to their positive impression of

the experience.

Retail industry = 38%

Airline, banking and hotel industries =33%.

Provide all your staff

with the skills and resources

required to ensure an

exceptional patient experience

with

BRAND MANAGEMENT SOFTWARE

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