Healthcare Transformed: A Digital-First Experience

This post was written by Shep Hyken. He is the Chief Amazement Officer at Shepard Presentations, an award-winning keynote speaker, and New York Times and Wall Street Journal best-selling business author. As one of the leading experts in the field of customer service and experience, Shep works with companies who want to build loyal relationships with their customers and employees.

The entire business world, and that includes healthcare, is experiencing the adoption of new innovations at an unprecedented pace. Healthcare professionals know the importance of delivering an excellent customer/patient experience. The patient’s expectations are higher and more demanding than ever. When it comes to the customer experience (CX), they don’t just compare one healthcare organization to another. They compare to the best service and experience they have ever had, from any company in any industry. In other words, companies like Amazon, Zappos, Nordstrom, Ritz-Carlton, and other rock star brands are influencing our patients’ expectations when it comes to the way they are treated.

There are many touchpoints along the patient’s journey, beyond their actual appointment or procedure, such as scheduling appointments, the intake experience, and billing/finance. There’s plenty of ways to streamline the process and make the experience more convenient for the patient.

Recently, VisitPay hosted a Twitter Chat (#VisitPayChat) that featured important topics that the healthcare industry must consider as it catches up to patient expectations in an increasingly digital world. Here are some of the highlights from the chat:

Focus on convenience. Much of the disruption in any industry, not just healthcare, comes from competitors who make it easier for their patients.

VisitPay’s research tells us that people don’t know how much they owe after a healthcare visit or how to pay their bills. The patient’s financial experience is in need of a redesign.

In healthcare, digital innovation is happening fast and is often hard to keep up with. Find ways to improve the digital experience. Look to other industries for inspiration, not just others in healthcare.

Work to make it easy on the patient regarding the intake and financial process. Everything around the appointment or procedure could be managed digitally.

VisitPay’s partnership with TransUnion Healthcare helps provide clarity and convenience for patients to be financially prepared for their visits.

VisitPay surveyed over 3,000 patients about how they want to pay their medical bills. Over half want to pay over time. Patients need flexible payment plans.

Digital solutions are a game-changer in healthcare. There is better communication, better record-keeping, better finance options, a better and easier process before and after the visit, and more. All of this adds up to an increase in patient satisfaction.

Net Promoter Score (NPS) is a common way to measure customer or patient satisfaction. Making the payment process easier for patients has a positive impact on that score. Healthcare providers that use VisitPay have a 70% increase in patient satisfaction.

When the patient shows up for their appointment or procedure, all they should have to focus on is their health, not paperwork. Everything leading up to and happening afterward can be managed digitally. Payment information and finance options (when needed) need to be managed in a way that won’t taint the overall experience. VisitPay’s solutions help make it easy on both the patient and the healthcare provider.

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