Create patient-centric experiences and
engagement will follow.
Patients, just like all consumers, have come to expect a high level of convenience, ease of use, and personalization in their digital healthcare experience.
Keeping patients digitally engaged starts by understanding what improves their healthcare experience. Patient experience encompasses not only medical care, but everything that surrounds and supports care delivery — and digital interactions are embedded throughout this journey.
58% of patients say their customer service expectations are even higher than they were pre-pandemic.1 Likewise, 87% of patient experience professionals say meeting these expectations is a strategic imperative — and a key differentiator.1
In fact, for 92% of health systems, better patient experience is the most desired outcome from their digital transformation.2
Today’s digital services help patients:
- Locate a doctor
- Renew a prescription
- Access test results
- Schedule an appointment
- Pay a deductible
According to patients, website and mobile app experiences are more important than premiums, rates, and fees.3 And 57% of consumers think retail and financial services industries are better at providing personalized omnichannel experiences than healthcare.4
While improvements to the digital patient experience are needed, the right investments pay dividends. 75% of patients are more loyal to healthcare providers who invest in patient experience.1
How can your health system improve digital engagement?
Start with the basics and build on the relationships you’ve formed with your patients:
- Understand your audience. Research and segment your patient population to design a digital strategy and make technology investments that matter to them.
- Target communications. Focus on the channels patients prefer. But one size does not fit all. Choose a platform that works as well externally as Microsoft Teams and Windows 11 work internally.
- Personalize and strengthen relationships. Use technology to tailor communications and extend reach with current and potential patients.
- Hone your messaging. Be relevant, clear, and consistent.
Dig deep into the details, questions, and tactics for enhancing your patients’ digital experience in our new guide.
