Artificial intelligence (AI), once a concept of science fiction, has become a reality. Nowadays, an increasing number of businesses are keen on exploring AI’s potential to elevate customer engagement and improve customer experience, in particular the private healthcare sector.
What is customer experience in healthcare?
The perception of a patient’s interactions with a healthcare organization or system, both online and offline, is referred to as customer experience in healthcare. It includes all aspects of the patient’s journey, from waiting room time to utilizing an online patient portal.
The quality of healthcare experience has a significant impact on whether a patient chooses to come back for future care or moves to a different healthcare provider. This decision is not solely based on interactions with doctors and nurses but is influenced by other factors as well.
Patients prioritize communication and customer service over bedside manner when it comes to healthcare. However, the healthcare industry faces challenges in implementing the best practices for the healthcare customer experience due to the complexities of designing user-friendly patient portals, automating processes, and optimizing resources for independent providers.
Why is customer experience in healthcare important?
According to Accenture’s findings, almost 70% of patients have had negative experiences with healthcare. This highlights the importance of providing a positive customer experience in healthcare practices, as it can greatly impact the success of a practice.
Healthcare providers can reap numerous benefits when they excel in providing a great customer experience:
- Offers a competitive advantage
- Increases retention rates
- Improves overall performance
- Establishes a reputation as a reliable and patient-focused provider
What role does AI have in customer experience?
Artificial Intelligence refers to the simulation of human intelligence in machines that are programmed to think, learn, and adapt like humans. In the context of private healthcare, AI and machine learning enables an understanding of customer behaviour and expectations to provide a more customer-centric experience.
Providing an exceptional customer experience is the top priority for any healthcare institution, and virtual assistants such as chatbots and voice assistants can help achieve that goal. With their ability to provide 24/7 customer service, virtual assistants can provide patients with personalized advice, answer their queries, and help them navigate the healthcare system. These virtual assistants can be integrated with various healthcare platforms, including websites and mobile applications, to help patients access medical information more easily.
Virtual assistants are particularly useful for patients who have difficulty accessing medical care, such as those living in remote areas or those with mobility issues. They can also help patients save time and money by providing quick answers to their questions without the need for an in-person consultation. Moreover, they can provide guidance on preventive measures, such as healthy lifestyle choices and vaccinations.
Automation in healthcare not only simplifies record-keeping, claim processing, and appointment scheduling but also enhances customer experience. 83% of consumers say they’d like their healthcare providers to remind them about appointments or refills for prescription refills, which is possible with AI-driven automation and will result in higher satisfaction levels.
The use of automated systems also minimizes the probability of errors, which can lead to a smoother and more seamless patient experience. In turn, this can help build trust and foster long-term relationships between healthcare providers and their patients. Overall, automation in healthcare not only streamlines the administrative workflow but also contributes to creating a better customer experience.
In today’s fast-paced healthcare industry, delivering quality care goes beyond just providing medical treatment to patients. It also entails creating a positive customer experience that puts patients at ease and builds their trust in healthcare professionals. AI has the capability to examine patient health data and recognize trends that may suggest potential health issues or risks, requiring medical intervention. For example, AI algorithms can be used to analyze healthcare data from IoT wearable devices, such as heart rate monitors and glucose meters, to detect potential health issues and alert healthcare providers to changes in a patient’s condition.
This can help healthcare providers identify cancer at an earlier stage, allowing for more effective treatment and improve patient outcomes.
This assists healthcare professionals in gaining better comprehension of their patients and personalizing their treatments accordingly. By tailoring care, healthcare professionals can demonstrate their commitment to providing high-quality customer experiences that meet the unique needs of each patient. This personalized approach not only improves patient satisfaction but also leads to better health outcomes.
Update your healthcare facility with advanced technology
The use of AI in private healthcare is set to revolutionize the patient experience. Data privacy is of utmost importance when it comes to AI in healthcare, as it involves the collection and analysis of sensitive patient data. ION247 offers MSP support that can help your healthcare institution enter the modern age. Get in touch with us to experience the benefits.