It’s a familiar scene: A patient calls a health system for a specific need but first has to wade through an extensive menu of options. Then, when the patient dials to the right department, there may be added wait time or a redirection to yet another department. It can be a frustrating experience, and it can make patients reconsider whether they want to seek help from that health system or try a different one.
Outside of healthcare, people are having consumer experiences that are seamless, more direct and tailored to their preferences. When they use a mobile banking app, they can connect quickly with a service agent through a messaging function. When they shop online, they can receive step-by-step notifications about the shipment of their packages.
Health systems are learning that patients are looking for similar experiences from their providers. They want to schedule appointments and receive reminders more easily. They want answers to their billing questions, and they want access to their health information. It’s clear why 57% of healthcare leaders believe that improved consumer experiences are one of the top three ways their organizations will benefit from digital and IT investments, according to a 2024 survey from Guidehouse and the Healthcare Financial Management Association.
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