With the NHS under increased scrutiny, the discussion at many hospitals and practices has turned to “patient-as-consumer” models of healthcare and whether improving patient satisfaction is an effective way to minimise churn.
Patient experience is now widely accepted as crucial to successful healthcare outcomes, both by policymakers and healthcare organisations themselves. Nonetheless, technology used by healthcare often lags far behind the tech that patients experience in almost every other area of their lives. For obvious reasons, this can have an adverse effect on patient experience and, ultimately, patient satisfaction levels.
A 2018 survey conducted by NTT DATA Services highlights a growing desire among respondants for more patient-centric digital health tools; some 59% want to see their healthcare experiences reflect those they have in the retail space. So, what can healthcare organisations do to drag the experience they deliver to patients out of 1994 and into the 21st century?