Hospitals are fiercely battling each other while coping with tight margins. In today's economic climate, we need to seize every opportunity to maximize referral integrity and capture revenue before it walks out the door. When patients leave uninformed or unsupported, it not only impacts an organization's revenue stream and ability to drive care pathways but also the likelihood that patients will re-utilize their services.
In today's era of consumerism, patients expect the same experience when walking into an Emergency Department as they do an Apple Store. Customers are greeted by attentive and knowledgeable staff who regularly provide status updates and address questions, without the customer having to download clunky new apps or utilize unfamiliar portals. These moments drive customer engagement and loyalty, which ultimately leads to repeat business in retail and online services. Consumer loyalty, which has mostly been foreign in healthcare, will be critical as the industry becomes increasingly competitive.
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