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With the addition of more and more touchpoints for interacting with patients, the scope of what is considered the traditional patient experience has greatly expanded.
The healthcare industry has had to adapt their PX considerably to cope with the turmoil brought upon by the covid-19 pandemic. Patient Engagement and satisfaction are increasingly important in a world where everyone needs to be more careful and knowledgeable.
Although telemedicine/telehealth has been around for a few years now, 2020 has seen zero-contact medicine become a necessity. One could say the technology has seen itself successfully move from the trial stage into the real world.
Like it or not, today’s younger customers are more demanding than before and are willing to switch healthcare providers or doctors in an instant. Following up with them via online surveys to query them about their telehealth user experience will go a long way in making them feel valued and help reduce patient churn as well.
Telehealth is also an excellent channel for delivering personalized patient care. Getting user feedback on your facilities’ online touch points will help you deliver an overall better patient experience.
At its core, PX has many similarities with employee and customer experience in general. You gather feedback from your customers (Patients) and Employees (Doctors, nurses, admins, auxiliary staff) and uncover insights which can help you meet your goals and improve healthcare outcomes.
Which is why your patient experience surveys must also query respondents on issues common to all verticals and industries. These can include satisfaction surveys, and employee wellness surveys.
HCAHPS/ CAHPS surveys were mandated to gauge PX, but they can be off the mark – be it through reachability constraints or because there is no online option for taking them. The most effective technique to reach patients for HCAHPS surveys would be a telephonic survey solution.
While these are a reliable source of insights, it does limit the scope of HCAHPS survey in the context of overall patient experience. An omnichannel healthcare survey platform can help your organization augment these questionnaires with a whole host of survey modes allowing you to conduct surveys via multiple channels (Online, face-to-face). You can also ask additional questions that go beyond the HCAHPS mandate, which can net you valuable real-time insights into PX directly related to your organization – equipping you with the tools you need to improve it.
If 2020 has taught us anything, it’s that a more knowledgeable patient can be the cornerstone for a healthier society. Patient engagement is a key aspect to ensure this, as well as a better overall patient experience.
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