Healthcare providers have understandably been focused on providing quality care, improving outcomes and reducing the cost of care. With all these key priorities, why spend the additional time and effort focusing on creating a frictionless patient experience? Accenture research reports that hospitals and providers who deliver a superior patient experience tend to have 50% higher margins than their peers. A positive patient experience encourages people to actively engage with their providers—and that engagement leads to greater understanding, better attention to potential problems and earlier resolutions, all of which promotes positive outcomes for both patients’ personal health and providers’ fiscal health.
Applying customer satisfaction benchmarks
A Net Promoter Score®, or NPS® is a customer satisfaction benchmark that measures customer loyalty and predicts business growth. This proven metric has already transformed retail and many other industries, providing the core measurement for customer experience management programs. Healthcare providers have been slower to adopt NPS as a measure of patient loyalty. In fact, NPS scores for those healthcare providers who do utilize the measure are, on average, just one-third of those for hotels. There are, however, notable exceptions, including GoHealth Urgent Care, where “an intense focus on customer experience,” has enabled the national urgent care provider to consistently deliver industry-leading NPS ratings since 2015.
The value of service
Attracting and retaining patients in 2019 is an even greater challenge for all healthcare providers. Low satisfaction scores from poor patient experiences translate into both failure to attract new patients and a greater likelihood to lose your existing patients and the associated revenue. 50% of patients are willing to switch providers quickly in response to poor service (think “one and done,” rather than “three strikes and you’re out”). As high deductible plans become more prevalent, and the vast majority of patients regardless of their insurance plan, are taking on a greater share of the financial burden, they seek greater value for their out-of-pocket healthcare expenses, and that includes the convenience of a more frictionless patient experience.
Here are five recommendations for how you can earn and enhance patient loyalty:
I will be speaking much more on this topic at HIMSS19. Learn more by attending my speaking session: Retail Healthcare Care Delivery Evolution; add the session to your calendar today.
About GoHealth Urgent Care
GoHealth Urgent Care is one of the country’s fastest-growing and largest urgent care companies. At GoHealth Urgent Care, providing unparalleled experiences that are effortless, personal and connected through partnerships with market-leading health systems and communities as a whole. GoHealth Urgent Care operates more than 100 urgent care centers throughout the U.S. GoHealth Urgent Care is a d/b/a of Access Clinical Partners, LLC, a TPG Growth portfolio company. TPG Growth is the middle market and growth equity investment platform of TPG, which has over $94 billion of assets under management. To learn more, please visit.