IDC Research Research Director, Value-Based Healthcare IT Transformation Strategy, Jennifer Eaton had this to say in recent research:
“To meet the needs and demands of consumers, the healthcare industry is using technology more than ever to support meaningful, effective, and engaging interactions. The use of data collection. Comprehensive data and deep learning insights are further supporting these efforts by highlighting individual needs and preferences, which in turn create greater customer engagement and can lead to impact. greater downstream health.
“Although organizations are relying on performance gains and top-notch customer satisfaction such as greater convenience and access to health information and greater provider collaboration, The foundation of future customer experience initiatives must be built on delivering empathy at scale.”
In this HIMSSCast, Eaton explains what empathy means at scale and details five steps service providers can take to deliver a better patient experience.
Communication skill:
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“Evaluate existing customer experience capabilities while examining the entire customer journey.”
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“Mapping customer data while mapping data collection and/or integration opportunities.”
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“Ensure that the healthcare team’s experience is considered alongside the customer’s experience.”
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“Develop a roadmap for adoption of interactive/experiential technologies and ensure analytics and reporting meet current and projected future needs.”
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“Infuse empathy at scale into the foundational model for all customer experience and acquisition strategies.”
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Athenahealth focuses on patient experience at HIMSS23
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