1. Implement a robust “Find a Doctor” search platform
The first touch in any patient experience happens even before a consumer becomes a patient. When consumers look for healthcare, they use the internet; they typically use their mobile devices; and currently, over 60% of the time, According to a ThinkGoogle study, their research involves multiple hospital websites.
Consider Accenture’s prediction that by 2019, 64% of all healthcare appointments will be scheduled digitally (sans telephone), and it’s clear that providers and doctors find themselves right in the middle of a huge turning point in patient experience history.
The problem is that most hospital websites’ search platforms are not ready for the deluge of consumer engagement. They typically do not provide the results consumers are looking for and patient experience suffers.
So, what can providers and doctors do?
Implementing a robust “find a doctor” search & scheduling platform is a must to improve patient experience. Watch the above video as it walks you through the three implementation options: Build, Buy, or Partner?
Check out our blog post to see a full comparison of the three implementation options:
2. Learn from User Experience (UX) philosophy and view patient experience holistically
Nielson Norman Group, who coined the phrase in the late 1990’s, defined UX as “encompassing all aspects of the end-user’s interaction with the company, its services and its products.”
In healthcare especially, the User Experience approach has sprawling implications for how we understand the Patient Experience.
The online searching, researching, and scheduling, hospital visit, parking (yes, parking!), paperwork and waiting room, nurses and doctors, the horrifying coldness of the stethoscope, prescriptions fulfillments and tracking results in the weeks and months following the patient’s visit, need to all be considered a part of the patient experience, because they are for the consumer. That sounds complicated, and it should: it’s always been this complicated for the patient!
We’ve written an entire article on what UX philosophy can teach healthcare. Read it and let’s talk:
3. Physicians need to become patients’ “health designers”
Have you ever gone to a mall with the sole purpose of making your home look nicer?
You spot dozens of beautiful pieces and furnishings you’re certain will upgrade your home aesthetically because they all look so good in the store. You buy them, thinking you’re set. When the pieces arrive at your home, however, you probably realize that actually situating them in the right places and rooms, making them all work together in concert, is a whole different ballgame. What you really need is an interior designer, a professional expert, to put all the pieces together to actually improve the home.
This is what providers and doctors need to be because this is what patients need and are demanding: health designers.
With medical tools and free encyclopedias of information available online, consumers have all the information they ever needed right at their fingertips. What they don’t have is an expert to put it all together for them. The pieces all need to come together in the right prescriptions, the right preventions, and the right habits to ultimately result in a healthier life. This is the future of patient care in the patient experience.
Read our blog post unpacking how improving patient experience, and employing solutions like this, will result in patient “keep-age” instead of patient leakage: