Customer-centered frameworks will be key to outstanding patient experience

  • By creating a customer-centred framework, hospitals, clinics, and healthcare providers are able to extend their services to satisfy beyond the price and quality matrix.

  • If implemented well the cost of delivering these great experiences is compensated by the reduced cost to serve the customer.

Healthcare providers have ramped up digital capabilities at lighting speed to manage COVID-19 disruption. Technology has become the cornerstone of how patients chose to interact and access service from their healthcare provider.  Today's patients are looking for healthcare providers that can meet all their needs, as such exceptional experience at every touchpoint is imperative. The focus and investments are increasingly on creating a better patient experience and driving patient satisfaction.
Personalization is gaining momentum as the digital patient journey is mapped

Healthcare providers have ramped up digital capabilities at lighting speed to manage COVID-19 disruption.

Technology has become the cornerstone of how patients choose to interact and access service from their healthcare provider.

Today's patients are looking for healthcare providers that can meet all their needs, as such an exceptional experience at every touchpoint is imperative. The focus and investments are increasingly on creating a better patient experience and driving patient satisfaction.

There is no doubt in the minds of healthcare professionals that providing digital experiences to their patients is very important.

With technology advancements, patients needs and demands are increasing, and to satisfy those needs it is very important for healthcare providers to invest in the right technology that can help them enhance their patient's experience and help them maintain a competitive edge in a challenging healthcare market.


The digital interceptions healthcare providers are exploring range from increasing convenience, access, and experience.


Given cost-effective accessible care demand made retail clinics an affordable option, omnichannel experiences are a key driver for healthcare providers to differentiate themselves and attract patients.

By creating a customer-centred framework, hospitals, clinics, and healthcare providers are able to extend their services to satisfy beyond the price and quality matrix, and if implemented well the cost of delivering these great experiences is compensated by the reduced cost to serve the customer.


Since the patient's demands for convenience are going up, it is pushing healthcare to offer a wide range of products and services. Implementation of various latest technologies like AI, Big Data, IoMT, allows healthcare companies to meet changes in the patients' demands and needs.


Personalization is gaining momentum as the digital patient journey is mapped, enabling them to make decisions, connects them to information they seek, and reducing interventions thereby reducing cost and saving time. The increased transparency is highly appreciated by patients.


In healthcare, digital technology has increased operational efficiency and elevated the standards of patient experience as well as amplifying the value of care.

This ongoing digital transformation has significantly raised the overall experience for both patients and professionals. In particular, medical experts see that technologies such as big data artificial intelligence and robotic process automation have great potential in the healthcare industry whilst amplifying patient experience.


Let's read to find out more.


1. Big Data - One of the greatest benefits of using technology is that it allows us to capture and store data. Conducting epidemiological studies, research and clinical trials through the use of technology helps collect data almost instantly from a larger and more diverse population. Such a thorough collection of data allows for meta-analysis and permits healthcare professionals to stay ahead of cutting-edge techniques and trends. Also, access and analysis to large amounts of data can help clinicians and physicians identity risk factors and recommend appropriate preventive measures.


2. Artificial Intelligence (AI) - AI has helped doctors reduce the occurrence of misdiagnosis and errors by 15% [20]. Doctors, pathologists, and radiologists are using AI for screening, cut down on medical negligence, and also help detect cancer in a few cases. Apart from this, pharmaceutical companies can find better trial candidates for drugs that are currently in the research and development phase. AI's inroads in medicine are revolutionary and will transform the healthcare industry shortly.


3. Robotic Process Automation (RPA) - In the healthcare industry, the margin for error is zero. RPA's entry into the healthcare industry has been a blessing. Robotic-assisted surgery comes with greater control, extreme precision, and zero margin for error. Robotic nurses can help in the drawing of blood and have shown better results when it comes to finding the vein, thereby enhancing the patient experience.


How IoT and IoMT are enabling superior patient care. Read on.