Healthcare is the ultimate service industry. But rapid advances in digital technology combined with patients expecting online experiences that are on par with their other brand interactions, have caused healthcare providers to reassess how to better meet patient expectations in the digital age.
If you are one of those healthcare providers, don’t panic. There are some fairly simple things you can do to address this evolution. But it is important to note that data from the Pew Research Center shows that the percentage of Americans who use social media shot up by 105% between 2010-2015. This includes an influx of tech-savvy baby boomers whose medical needs will only increase, and younger generations who have come to expect personalized digital experiences from all their service providers, including healthcare.
An incredible 81% of patients report dissatisfaction with the healthcare services they receive, and only 34% feel like their healthcare providers understand their needs. And there is an opportunity to remedy part of this dissatisfaction by better leveraging your digital assets.
Your patients are now behaving more like healthcare consumers and are demanding seamless, personalized healthcare experiences, and an integral component of that is a fine-tuned digital omni-channel strategy.
Below Riche Zamor and I define the omni-channel experience and roadmap effective omni-channel implementation.
The best part? You don’t need to invest in a complete website overhaul or spend thousands on new technology to get started with omni-channel. It’s all about understanding your patient’s needs and tweaking existing digital features to create a personalized patient experience.
Watch the full video below and click here to learn more about transforming the digital healthcare experience.