Amidst transformative PX improvement programs, sometimes a small tweak – a simple process change or inexpensive tool investment – unexpectedly produces a large, positive impact on patient experience.
Increasing consumerism means the loyalty of healthcare consumers is driven more and more by their overall experience — not just by a physician’s recommendation or the location of a provider. While patients might not understand the clinical aspect of the care being delivered, they can absolutely tell you how they feel about the experience. Organizations create loyalty primarily by helping people solve their problems quickly and easily. Simply put: remove obstacles. Patients shouldn’t have to work hard to reach a doctor, make an appointment, pay a bill, or access needed information. When they repeatedly endure frustrating phone experiences with a health system, it chips away at positive feelings towards the brand.
Arkansas Children’s Hospital, one of the largest pediatric hospitals
in the U.S. and a top ranked facility by U.S. News & World Report,
was experiencing caller experience issues in their scheduling centers.
Callers were frustrated in dealing with a 7 option push-button
IVR system, and it could take as long as 2.5 minutes to get to the
appropriate resource. This resulted in a high number of opt-outs
to agents, who spent an inordinate amount of time dealing with