ipl-logo

Improving Healthcare Organization's Bottom Line

908 Words4 Pages

Data. Analytics. Customer experience. What do these things really have to do with improving a healthcare organization’s bottom line?

Some wonder why CX is so important, and the answer is simple: in today’s digital marketplace, customers are even more demanding than ever. So much so, in fact, that more than half of customers say they’ve switched companies solely because of poor customer experiences.

A growing number of businesses are realizing that true competitive advantage comes from designing an engaging customer experience (CX)—one that’s personalized, fast, easy, and provides all the information a customer needs. The only problem is that today’s healthcare organizations don’t quite know how to create them.

Diagnosis: A lack of focus …show more content…

When evaluating health care services, today’s consumers will consider a host of factors that include traditional criteria such as cost, reputation, and quality of service. But they’re also just as likely to take into account—and, in many cases prioritize—experience.

Do patients, prospects and providers have easy access to the information they want, when and where they need it? Can they communicate when they want, and through the channels they prefer? Will they receive timely, relevant and personalized communications? These are all key questions to consider to ensure your healthcare CX is up to scratch.

Healthcare providers have historically been a few steps behind other industries like eCommerce or financial services, but that doesn’t mean that without the right tools and the right know-how they can’t get in the game. All they need is a comprehensive, four-step “treatment” plan.

The Four-Step “Treatment” Plan to Better CX Health

1. It all starts with a shift in organizational …show more content…

However, none of this is possible without having the right infrastructure in place where organizations can share data effectively, efficiently and securely across the healthcare ecosystem.

4. Mapping the customer journey
Customer journey mapping is a tool used for designing optimal customer experiences; it creates a visual narrative of the customer’s thought process, feelings and emotions along their journey to accomplishing a goal—in this case, making a decision about their healthcare. It shifts our view of a process from the inside-out to the outside-in, and helps us understand the customer’s needs and pain points along their journey.

Personas are designed to identify the various buyers—from brokers to patients, and prospects to members—and reveal their feelings, motivations, and attitudes when dealing with your

Show More
Related

Baycare Healthcare Delivery System: Organization Culture Analysis

529 Words | 3 Pages

Baycare recognizes that to improve customer’s satisfaction, and outcomes, their healthcare delivery process must be continually evaluated and improved to promote a standardized process throughout their facilities. This is accomplished by engaging their employees and

Read More

Strategic Planning Process At West Tears Medical Center

983 Words | 4 Pages

Ultimately benefitting every stakeholder and member at every level of the facility, West Anaheim Medical Center's need for a well-developed strategic plan remains critical to their success as a large health organization. The strategic planning process itself initially begins with the board of directors, but eventually involves all levels of managerial and operational functions of the medical center. Authors Cleverley and Cameron (2007) imply that the board plays the crucial role in such a complex and intensive process. A noteworthy strategic plan strengthens the center's adaption to change, providing more certainty towards future uncertainties. For example, the implementation of the Patient Protection and Affordable Care Act of 2010 took several years after it was established as a health care reform to take effect.

Read More

CVS Caremark Health Corporation: Company Overview

1440 Words | 6 Pages

”(CVS 2013 Annual Report, 24) A huge part of their business model is overall improving the healthcare and pharmacy experience everywhere. As time change, so has CVS

Read More

ACA Annotated Bibliography

723 Words | 3 Pages

The is a discussion of quality measures. A brief review of provider contracting is included. The is a status update of the project. A model of the Integrated Care Delivery System (ICDS) is also presented. This information is relevant to healthcare care provides as it provides information as to the state’s choice of a MCO over the ACO model.

Read More

Best-Fit Revenue Cycle Management Case Study

563 Words | 3 Pages

Selecting the best-fit revenue cycle management (RCM) system for your healthcare organization is critical for success. Beginning before the first appointment scheduling inquiry and continuing through revenue capture and reinvestment, the process must be transparent. To align initiatives with practice objectives, providers depend on a blend of unique data, health intelligence, clinical data, and claims data. As care delivery reimbursement guidelines move away from a traditional volume-based revenue generation model toward the Health and Human Services value-based reimbursement system, practice managers must focus on ways to empower their staff and colleagues to access information that not only improves quality of care, but also enhances customer experience.

Read More

Human Service Professionals Measure Growth In For-Profit Organizations

430 Words | 2 Pages

Services, products, and programs are developed for customers, including individuals and communities. A high level of customer satisfaction results in a greater chance that a customer will advise others to use the organization’s services (Harley-McClaskey, 2017).

Read More

Mayo Clinic Team Paper

480 Words | 2 Pages

They are ten times more likely to speak about their bad experience with someone else than speak about a positive service they received (Baird, 2014, p. 122). In a physician’s practice you have to recognize the importance of customer service; appreciate the importance of patient perception in predicting loyalty; learn communication techniques to enhance patient relations; and also identify customer groups, including patients (Baird, 2014, p. 119). The Mayo Clinic has created such a meaningful experience for their patients. The relationship between Doctor and patient has created loyalty.

Read More

Forrester Digital Transformation Strategy

819 Words | 4 Pages

In this second part of our Digital Transformation Strategy Essentials blog series, we’ll look at how digital customer experience has influenced different industries of today and why it is central to becoming a digital business of the future. We are at a time when customers have increasingly become the epicenter of most business success in this booming digital environment. Not only are we in the midst of a massive technological revolution, Forrester suggests that we are also in the age of the “Empowered Customer.” To prove that this is not just another hype, Forrester ran two separate surveys to find out whether customer experience (CX) does, in fact, matter to business advancement. In these studies, they compared revenue growths of different companies and their competitors.

Read More

Patient Retention In Healthcare Organizations

1162 Words | 5 Pages

The first step would be to enhance the marketing strategy. It would be hard to retain patients that the clinic doesn’t have in the first place. It is best to to ensure that marketing is authentic and useful, more than directly promotional (McLaughlin 2014). The more patients an HCO can reach through effective marketing, the more people they have to serve. When a person searches online for a practice, it results in a phone call almost 70 percent of the time, so it is best to create an effective marketing strategy to reach these potential customers (McLaughlin

Read More

Developing A Strategic Pl Balanced Scorecard In Nursing

695 Words | 3 Pages

Developing a Strategic Plan: Balanced Scorecard Healthcare systems are under pressure to be responsive to the patient’s demands while congruently aiming for higher quality of care and efficiencies (Jeffs, Merkley, Richardson, Eli, & McAllister, 2011). A management technique for solving problems along with strategy transformation is the utilization of a Balanced Scorecard (BSC). The BSC aligns with activities while keeping the mission and vision statements at the forefront (Groene, Brandt, Schmidt, & Moeller, 2009; Jeffs, et al., 2011). A BSC looks at and provides organizational performance in four dimensions. The dimensions are Financial, Customer, Internal Process, and Learning & Growth (Grigoroudis, Organoudaki, Zopounidis, 2012; Groene,

Read More

Internal Organizational Change In Healthcare

495 Words | 2 Pages

Due to governmental healthcare changes, new patient safety and quality standards, along with the changing dynamics of how patients receive their care, the health care industry is moving to a concept of “one” patient record. This has moved healthcare organizations to change the way organizations document patient

Read More

If I Were A Clinic Manager Of An Urgent Care Center

674 Words | 3 Pages

Clinic managers are committed to ensure that the needs of the clinic as a whole are met, this includes its patients, physicians, nurses, and other medical professionals. As a clinic managers, one may hold many responsibilities such as “overseeing the well-functioning of their medical facility, including its staffing, financing, policymaking, and patient care” (TMIH, 2018). Therefore, if I was a clinic manager of an urgent care center and has seen an increase in complaints regarding long wait times, inadequate or incomplete information from staff during visits, and the relatively small number of insurance types accepted at the facility I would implement different quality initiatives. The initiatives I would use could hopefully increase patient satisfaction and potentially reduce healthcare cost.

Read More

How The Three Critical Objectives For Healthcare Transformation

667 Words | 3 Pages

Healthcare organizations are leveraging big data technology to capture all of the information about a patient to get a more complete view for insight into care coordination and outcomes-based reimbursement models, population health management, and patient engagement and outreach. I opted for this research for successfully harnessing big data to unleash the potential to achieve the three critical objectives for healthcare transformation: Build sustainable healthcare systems The healthcare industry is under competitive and legislative pressure to reduce the cost of care, efficiently manage resources and improve patient care. Societal changes, such as the way consumers expect to purchase and receive care; lifestyle choices including the use of social media and mobile technology; the continued rise of chronic disease; and the push to expand access to primary care are transforming the

Read More

Value Based Healthcare Marketing Strategy

1551 Words | 7 Pages

The changing climate as a result of the advent of value-based care continues to place significant demands on hospitals, medical providers, healthcare organizations, and physicians to take a completely new look at the marketing strategy. A coherent strategy and sustained quality are critical in today’s healthcare market to attract new patients, retain existing clients, and maintain positive and productive relationships between the patients and hospital staff. To be viable today, healthcare organizations have to utilize effective strategic planning to develop integrated marketing strategies that makes it efficient and easy for the target population to identify what they need, make informed decisions, and provide insights and new information – not just basic promotion. Also, such efforts have to be constantly evaluated to ensure highest quality that fosters better outcomes and more value for the

Read More

Why Is The Patient Experience A Quality Concern?

915 Words | 4 Pages

Developing the patient experience is fundamental in the healthcare environment. The struggles in the healthcare industry have led patients to become more apprised, and expect higher quality, more value, and better outcomes. Patient experience is viewed as a principal indicator of quality of care and assists in understanding patients' perceptions of their care. Case Questions Why is patient experience a quality concern? Do you see this changing in the future?

Read More

More about Improving Healthcare Organization's Bottom Line

Related Topics

Open Document