Customer Centricity in Healthcare Industry

Off late like any other industry the healthcare organizations also started to recognize that a consumer-driven model of care has become the latest norm. As per the consumer psychology, they make the buying decisions based on how they connect with a brand or company, and this is applicable to even the health care industry, for example if a patient is made to wait or he/she do not understand how his/her bill was calculated, they will move to other organization for treatment.

Here are four tips to ensure customer centricity in healthcare industry.

• 1     Provide better access- Patients expect healthcare services to be more accessible from home or wherever they are. Healthcare providers must provide more flexibility, home visits and telemedicine facility.
• 2  No more waiting in queues—It irks a patient to wait to see the doctor in spite of obtaining an appointment. In order to fix this issue the healthcare organization must work robust on scheduling the appointments and treating the patients with courtesy and giving them the privileges of a valued customer.
• 3    Revamping cost- The key objectives of any patient are better service at less cost. To deliver these two an organization must work on a more effective model that brings down the cost and provide value for money services by enhancing the quality for the target patient customers.
• 4   Seek experts help-If the health care personnel do not have ample expertise to lead an organization to such a wide transformation, he must seek the help of an expert to ensure support in delivering a more customer-centric experience on the right path.

To learn more on what and why customer centricity is important to healthcare? Why have we moved from provider-centered focus to patient-centered focus? The impact that a patient-centered focus has on healthcare operations? Attend this Webinar Customer Centricity and Quality Management in Healthcare