Personalization of Overall Healthcare Experience – What Makes It Imperative?
Even the best of the hospitals fail when it treats every patient almost the same. ‘Treat’ here does not mean the actual treatment but the way the non-medical staff make the patients and their caregivers feel.
The treatment by the doctor could be unparalleled, the illness might have been completely cured but a small gesture by the hospital staff that did not go well with the patient or the caregiver might cost the hospital dearly!
Impact of Personalization on Hospitals
It could be the expertise in medical care that might drive patients to your hospitals but it certainly would be the overall patient patient experience that works as the deciding factor behind patient retention.
In every industry, being result-driven is gone and also being customer-centric. This is the era of personalization and healthcare facilities are not an exemption for it. Enhanced patient experience demands care that goes beyond medical care.
Having said that, personalization in hospitals, that too the ones that have high patient-inflow, is anything but a walk in the park. Continue reading the blog to understand the importance of personalization of customer healthcare experience and the impact it possesses in the current scenario.
What is Personalization in a Healthcare Context?
In layman terms, personalization is an effort taken by companies and organizations to make their customers or stakeholders feel they are unique and being addressed and treated as one person, rather than one in a million.
Healthcare, being a service industry, literally thrives on how a person is being treated within its environment. A very well personalized hospital makes the patients and their caregivers feel cared, listened, and empathized.
Where can you employ personalization tactics in your hospital?
Personalization in a few hospitals starts by addressing their name and ends right there. This is the generation that requires personalization throughout the patients journey.
Here are a few key areas where you could personalize your patient experience in your healthcare facility.
Appointment – Hassle-free ways to book appointments is one thing and making the person who booked the appointment reassured about the right from then onwards is another.
Hospitals can leverage on messaging to enhance the booking experience. A patient might receive the regular ‘Your appointment with Dr.’ every time he makes an appointment. But creating the message and communication part in a path-breaking way can make your hospital standout.
- Treatment – Treatment quality is imperative in any hospital’s success and there is no denying that. But the way hospital’s non-medical staff treat the person right from the way he is welcomed, made wait, admitted, consulted with the doctor, diagnosis, treatment and discharged is what matters.
Being courteous in showing the directions, explaining about each process and procedure in a clear manner, showing empathy towards their concerns and taking quick actions to address them is also personalization.
- Post-Treatment – Healthcare facilities are mistaken if they think personalization ends within the hospital walls. A true care for the patient by the healthcare providers go beyond boundaries.
Periodic calls enquiring the patient condition, reminders for medications and a gentle gesture such as wishing them health and wellness on their special days creates a bond between the hospital and patients that is stronger than any expensive marketing campaign.
Here are the few ways you could personalize patient experience –
Even though all hospitals practice almost all the popular healthcare personalization metrics, there are a few ways you could implement in your personalization efforts.
- Optimally resolving patient feedback and letting the person know – Feedback is considered imperative in hospitals and it will be resolved too. But only few hospitals inform the feedback provider about the resolvement. Be that hospital that genuinely care not only for the feedback but also the feedback provider.
- Transparent and fast-track adjustments – Resolving any disputes on fastrack is essential for patient retention. Be considerate of the patient’s opinions and take time to explain the situation, especially in billing.
Healthcare success is made possible only when the providers take that extra-step in treating the patient – both in its literal and metaphorical meanings. Follow these steps and take help from the healthcare consultants to better your personalization efforts.