The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first.
The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics. While this preference was already emerging, it has been rapidly accelerated by COVID-19. In fact, 70% of in-person visits were canceled earlier this year during the pandemic, while the portion of Americans who received telecare went from 1/10 at the beginning of the year to 1/2 in June. This trend is repeating itself as the virus is now re-emerging, forcing providers to defer elective procedures once again.
In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.
However, 96% percent of patient complaints are related to customer service and administrative issues, while only 4% are about the quality of clinical care or misdiagnoses. Since the healthcare call center is the main entry door for patient access, it is critical to the patient experience. That’s why providers need to ensure that they offer a positive experience right at the beginning of the care journey.
Today’s healthcare consumers will be tricky to retain if you do not meet their newly forged expectations. Hospitals and providers have lost such a large share of their revenue in recent months due to deferred care that they can’t afford to lose any more revenue due to avoidable patient leakage.
But how can you improve the patient experience and offer more consumer-centric care?
Personalization begins with informed agents. When a patient calls, the agent should know who they are, what they are calling about, who their doctor is and where that patient prefers to get care. To achieve this and improve the patient experience, you need to bring together historically disjointed systems, including the healthcare call center, CRM, EHR and various other kinds of clinical and administrative systems. This will provide agents with an instant view of all relevant information, allowing them to focus on the patient rather than searching through various tools.
From an operational perspective, personalization will drive down important call center metrics like average handle times (AHT). But more importantly, it will lead to more satisfied, loyal patients. It will also give providers the opportunity to offer additional healthcare-related services, improving clinical outcomes while also increasing the patient’s lifetime value to the organization.
A personalized patient access center that encourages and facilitates access to care should:
From providing a better patient experience to reducing missed care, Talkdesk can help you reimagine the healthcare contact center. Learn more about how we deployed our award-winning cloud contact center at a Fortune 100 healthcare organization in just five days to help them ensure care continuity.
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