Nowadays patients are behaving more like consumers and customers as they journey to find the best care and most affordable price. This new behavior towards healthcare may have something to do with the customers feeling more empowered through their shopping experiences. Retailers everywhere put their customers first and reference customers as their boss, unfourtunately, that mentality has not yet hit many providers in the healthcare industry. Healthcare providers are behind with making sure their customers are first and allowing their customers to be the decision makers.
As a provider it is your job to keep your customers (patients) happy. And the best way to do so is by placing your customers’ needs and interests at the center of the decision-making process. With a customer first mentality, you can start to attract and maintain customers for your practice. Here is a plan to start you off with putting your customers first:
Have strong data collection and privacy methods
In order to develop a customer-centered strategy, you have to have quality data on the customer. Furthermore, you have to be able to protect that data. A HIPAA Security Risk Assessment should be in place for protecting patient-sensitive information. If consumers know you value their data being secure, they will trust your services and become satisfied customers.
Change consumers’ view about engaging in healthcare
People do not get immediately excited about engaging in the healthcare system, partly because they feel they do not have a voice in the healthcare system. You can change that view by using what you know about your patients to get them more engaged. You could target patients with specific messaging and incentives to change their view and behavior, to comply with exercise and dietary routines, and to sign them up for beneficial services.
Convince consumers there is a choice
Many consumers are not 100% sure about the best choices to make with their healthcare or how to invest their time. Consumers need to be persuaded and educated about their choices. And if your consumers could look to your for those insights, then you will be on a rise to satisfied customers. In order for this to be done successfully your marketing emphasis need to be reinvented. Healthcare marketing is too focused on economics and not enough on sociology and psychology for the patient.
Meet the consumers where they are: technology
This is simple, today’s 30-35 year old consumer is much different than the consumer from 20 years ago. With that being said creating content and services that meet consumers where they are today would positively increase your customer satisfaction levels. Technology is where consumers are at and it is time to meet them not only in the exam room but on their devices as well.
Be more accessible for consumers
Back in the day, healthcare consumers were use to their providers coming to their homes to give them quality care services. Today, consumers are missing that accessibility to their providers like in the good ol’ days. The inconsistency of interaction between the provider and the consumer results in the consumer not following through on what has been recommended. This calls for new ideas for staying in touch with consumers. Stay in touch to stay relevant!
The most important note for having a customer-centered strategy is ensuring that everyone on your team knows that customer experience is a priority. Intuitive knows that the customer experience is valuable and we have the solutions you need to reinvent that experience. From marketing to HIPAA compliance to tailored technology to handsfree scribe to total revenue cycle management. Let us help you to a customer-centered future!