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© 2015 Brandworkz
Four tips for ensuring a great customer
experience in the healthcare industry

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The balance of power in the healthcare
industry has moved from insurers and
providers to patients

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Today, the healthcare industry must focus
on :
hospitality
customer experience
customer satisfaction

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How do you create a great
customer experience?

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1. Two-way customer communication

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 Use feedback forms during and after patient visits and act
upon the results at once
 Create online communities where patients and insurance
subscribers can discuss and educate themselves about
health issues
 Use social media and blogs to provide insights into
healthcare
 Monitor all these channels to get feedback and solve issues
before they arise
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2. Consistency in every media channel

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 Use brand guidelines to set out how the brand should be
represented across channels and during all interactions with
patients
 Centralise these guidelines in a cloud-based brand
management platform. Give access to all employees so they
can educate themselves and communicate consistently
 Instruct staff about how they can personally ensure
customers and patients have the same level of service and
experience during every interaction
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3. Educate and empower employees

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 Create an online environment where staff can educate
themselves about how to deliver a high level of patient
experience
 Reward and celebrate staff who deliver the necessary patient
experience
 Take insights from the hospitality industry and apply them to
the healthcare industry
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4. Understand your patients or customers

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 Embrace an “anywhere, anytime” model of information to all
patients via the channels that suit them best
 Where possible, group on-site services together
 Take lessons from the hospitality and hotel industry and
provide services that make the patients visit enjoyable as
possible
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13.
70% of healthcare consumers attribute
staff attitude
to their positive impression of
the experience.
Retail industry = 38%
Airline, banking and hotel industries =33%.

14.
Provide all your staff
with the skills and resources
required to ensure an
exceptional patient experience
with
BRAND MANAGEMENT SOFTWARE
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