Customer Experience | CX Tips | Healthcare

Real time voice of patient improving customer experience in healthcare

Home » Healthcare » Real time voice of patient improving customer experience in healthcare

Both responsibility and power in personal health issues resides with the consumer. Consumers are using health information and services at a time and channel convenient for them. There is an increasing emphasis on preventive healthcare, so it is all the time more important to provide high quality and easily found services and intelligent service paths. At the end, good customer experience leads to better wellbeing and health.

Graduating medical students take their oath, the Physician’s Pledge. The one used today is a modern version of the Hippocratic Oath. Over the years, World Medical Association (WMA) the Declaration has undergone only minor amendments, the exception being its most recent iteration. “The Declaration has changed in subtle, but significant, ways. It is now more patient-centred. For the first time, it refers to patient autonomy and dignity and recognises the importance of ‘well-being’ to patient care.” commends Dr Chris Moy, Chair, AMA Ethics and Medico Legal Committee1.

The health and well-being of my patient will be my first consideration.
I will respect the autonomy and dignity of my patient.

The pledge inspires and obligates. Doctors are more and more coaches and mentors to consumers well-educated with health information. The health data itself can be found from a channel that suits best for the consumer need: teenagers from Snapchat, grown -ups through search engines. For more and more people the health path is digital. Consumers are willing and capable of participating in decisions made on their health and well-being. Today’s sophisticated health service providers offer search engine optimised content, smart service paths and place visitor in the centre of the service with AI driven tools.

However, there are still consumers with limited health literacy; a degree to which individuals have the capacity to obtain, process, and understand health information and services needed to make appropriate health decisions. Furthermore, consumer expectations towards health service providers are changing fast. It is essential to have a more modern and real time way to understand customer needs. Health service providers cannot create better
patient experiences without understanding the voice of patient and collect more data from a patient perspective, not just from a traditional clinical outcome perspective.The leading health service providers are already becoming more agile as well as bringing patient sentiment data to overlay current outcome data. Developing an efficient, patient aligner health pathway can be obtained with good customer understanding and agile digital service development. And a willingness to serve lead to results, always. Good customer experience leads to better wellbeing and democratisation of health.

1) Source: https://ama.com.au/ausmed/ama-fully-supports-physicians-pledge-update

Enjoyed this post? Read more of our blogs.

Know more about our Platform or Request a Demo

Published on

Written by

Tuuli Toivainen

More Articles

View All

  • Customer Experience vs. Customer Success: Key Differences Explained

    By Alvier Marqueses • January 29, 2025
    In conversations withing organisations, terms like customer experience (CX) and customer success are often used, though not always in the
    Read More
  • The Business Impact of a Strong Customer Experience Program on Long-term Retention

    By Alvier Marqueses • January 21, 2025
    Imagine this: a customer stumbles upon your business, has an exceptional experience, and becomes a loyal advocate who not only
  • Top 5 Customer Experience (CX) Books to Read for 2025

    By Aryne Monton • January 15, 2025
    What drives a customer to stay loyal, to rave about your brand, or to choose you over countless competitors? The

Resonate Resources

View All

    • Guide
    Holding a happy face

    Introduction to Launching Successful CX Programs | Guide

    Learn how NPS works and understand closed-loop feedback to elevate your CX strategy.
    Read More
    • Guide
    Giving 5 star rating in phone

    Guide to Launching Your CX Program | Guide

    Dive into our CX guide for mastering closed-loop feedback and launching a successful CX program.
    Read More
    • Guide
    Customer Experience Guide Thumb Banner Image

    Monitoring & Optimizing your CX programs | Guide

    Master CX program strategies, avoid CX pitfalls, and overcome CX challenges with this essential guide.
    Read More