Healthcare's shift into a digitized industry with telehealth is also becoming a shift into a better customer experience. Historically, patients may receive accurate and excellent healthcare, but at the expense of a high quality customer experience.
However, with the increasingly competitive telehealth market that can now reach further than just the vicinity of a local clinic, doctors must start heavily factoring in customer experience with their telehealth services. There are multiple ways to achieve this, from employing UX/UI designers who enhance hospital and clinic sites or apps to even rebrand your organization's infrastructure in a customer-centric method.
Automation for streamlined services
One solution that the healthcare industry can adopt from the service industry is the use of chat bots or Robotic Process Automation (RPA). The RPA creates a workflow where a patient can be chatting with an automated data receiving software before being queued to communicate with a doctor. In this manner, the chain of patient data retrieval/recording, patient waiting, and medical consultation can be smoother. Instead of waiting for a doctor to ask all of the required medical and background questions, a bot can receive this data and submit it to the doctor using pre-populated data from the patient. Many of these bots are also designed to create a human-like interaction, so the patient does not feel that they are completing mundane forms.
Agile and adaptable software
Another great advantage of these chatbots is the adaptability of the software. Instead of having to fill out a form with all possible data, perhaps some unnecessary data, chatbots can be programmed to be intuitive and adapt their questions according to patient answers. The bot can also easily collect patient payment information, if necessary. This business strategy will reduce a considerable amount of administration paperwork that doctors may now be tasked with as they navigate an online platform for their clinics. Some of the stronger AI-modeled RPAs are even capable of analyzing the data they are receiving. As a consequence, doctors can help provide the World Health Organization or the Centers for Disease Control and Prevention accurate patient data, efficiently.
The RPAs can even be programmed to work like a triage system. After receiving patient data, the RPAs can queue and organize patients according to priority of healthcare needs and symptoms. This option will also greatly help doctors address the urgency of those in most dire need.
It is time for healthcare providers to re-evaluate their outlook on customer satisfaction and integrate it into their medical care infrastructure through telehealth.The technology is available if healthcare providers choose to harness it for their benefit and that of their patients.
How can Giva help?
In many cases, picking a system to host your telehealth service on is the best place to start.
Founded in 1999, Giva was among the first to provide a suite of HIPAA compliant help desk and customer service/call center applications architected for the cloud.
While exponentially scaling, how can telehealth and telemedicine providers assist patients using their platforms? Patients and healthcare providers may encounter technical problems with videoconferencing, appointment setting, insurance eligibility, billing and e-prescribing. Also, rapid and successful patient on-boarding may require non-medical personnel working with patients.
Giva has a strong focus on telehealth and we can help you get up and running on a Patient and Healthcare Provider Service Center Portal to increase satisfaction, speed issue resolution and decrease costs.
Sign up for a no obligation 30-day trial of Giva.