In light of prolonged staffing challenges and shifting patient expectations, healthcare organizations must improve the patient or customer experience (CX). One approach is to leverage automated communications solutions, which can help brands upgrade legacy processes and better utilize patient data.

While the primary objective of any healthcare organization is to ensure the best care outcomes, an often overlooked responsibility is providing successful end-to-end patient experience across channels and programs. The necessity of a great customer experience cannot be understated – especially in healthcare. Since the pandemic, consumers have become increasingly digitally savvy and have grown accustomed to highly personalized experiences from big-name companies like Amazon and United Airlines.

Nevertheless, several barriers prevent healthcare entities from improving CX. Namely, outdated manual processes, antiquated communication technology, data inefficiencies and security and compliance concerns. Moreover, staffing shortages continue to beset healthcare businesses, affecting patient experience and the timeliness of care.

Healthcare providers need a comprehensive and robust communication solution to help address patient needs, such as setting up pill reminders, automating prescription refills and delivering medications. 

Automating Manual and Legacy Communications Processes 

Many steps of the patient care process, like appointment requests and reminders, patient forms, follow-up communications, prescription refill notifications, etc., are manually managed. It is significantly challenging to consistently complete these repetitive tasks at scale, resulting in higher operating expenses, poor data compilation and increased risk of human errors. Additionally, healthcare practices continue to use antiquated communication technologies, which can cause delays and poor patient satisfaction scoresOpens a new window