The entire healthcare industry has become much more focused on improving the patient experience. That’s crucial for a number of reasons, including good old customer satisfaction. It’s easier than ever for patients to explore provider options, and they’re doing so in significant numbers.
How significant? According to a recent Accenture study, 7 percent of patients have switched healthcare providers due to a subpar experience. The potential cost to a single hospital: upwards of $100 million.
Provider organizations that seek to reverse this trend and improve patient loyalty have a proven means at their disposal. It involves adopting automated tools that other business-to-consumer (B2C) industries have broadly deployed to improve their own customers’ experience, with great success.
Improving customer contact at every point elevates consumer satisfaction
The Patient Experience as a Service (PEaaS) concept combines two popular B2C technologies – Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS):
PEaaS wraps these principles of patient engagement, clinical collaboration and security into a single view of the patient as a customer whose loyalty must be secured at every point of contact in their journey.
Exceptional customer experience drives customer loyalty – including patient loyalty
B2C industry leaders have benefited for years from CCaaS/UCaaS-driven improvements to the customer experience and customer retention. With studies repeatedly showing that acquiring a new customer is many times more costly than retaining an existing customer, CCaaS/UCaaS represents a sound technology investment, removing contributors to poor consumer experience that can drive customers elsewhere.
PEaaS translates those principles to healthcare, treating the patient as a valued customer with every pre- and post-care interaction.
That matters because for patients, searching for a new provider online, including reading patient reviews, takes just minutes. By improving the patient’s ability to communicate with a healthcare provider, and to have information throughout the organization readily available when they do, PEaaS can go a long way in keeping patients from searching elsewhere in the first place.
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