Transforming Patient Expectations into Great Experiences
Patients are empowered to demand more from their providers. Online medical information and access to social media makes for a curious and more knowledgeable patient who has high expectations of service and a lower tolerance for indifference.
A new ‘blueprint for success’ illustrates how hospitals should concentrate on offering patient-relevant services that deliver unique and differentiating experiences. It’s not enough to service your patients, it is essential that you know who your patients are and connect with them how and when they choose to be communicated with.
CRM competencies and better interaction tools will be important to achieving this customer-centricity by:
- Making information more consistent
- Providing access options
- Offering engaging and personalized service
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