Leveraging Multichannel Touchpoints to Improve Patient Experience and Increase Patient Loyalty
In short, the difference between the patient journey and patient experience is about path vs. perception. The patient journey is the path patients take to engage with a medical provider, while the patient experience is the patient’s perception of that journey. Was the patient frustrated while making an appointment? Or was it a seamless experience?
To put it simply:
Healthcare providers must lay the groundwork of awareness via multi-channel touchpoints prior to the patient even considering making that first appointment. Because like a typical customer journey, the patient journey can begin even before the patient has recognition of needs.
Whether the patient experiences the onset of symptoms or is just due for routine preventative care, once the patient wants to engage with a healthcare provider and thinks of your facility first, it’s important to capitalize on the opportunity by leveraging multi-channel touchpoints and removing as many barriers as possible. Here are some ways that healthcare providers can incorporate multi-channel touchpoints to communicate clearly and remove barriers:
While healthcare providers cannot always control the time a patient spends in the waiting room, they can control the experience within the waiting room.
According to Becker’s Healthcare, a whopping 83% of Americans do NOT follow treatment plans prescribed by their physician. That said, 42% of patients are more likely to follow treatment plans if they receive encouragement from their doctor.
This is an easy problem to address, but the fact that 1 in 2 patients are not contacted by their doctor in-between visits suggests that healthcare providers are failing in the post-visit follow-up department. When you follow up with patients, it must be genuine and personalized. This might feel like a tedious and time-consuming task but you can actually “automate” the follow-ups:
Send them personalized mail – Follow-up with the instructions you gave them or even include a QR code that directs them to their patient portal.
By leveraging multi-channel touchpoints, you create effective and transparent communication between you and your patients. Once consistent communications are established, you drastically increase the chances of patients returning to your facility for future needs.
Still curious about how you can improve the patient experience?