Elevate Customer Experience in Healthcare With Rewards

The healthcare industry needs to start improving its customer experience, as it currently has one of the worst reputations among users. This poor quality has begun to affect the number of people using their local healthcare providers.  

According to a Harris Poll, around 50% of patients put off seeking healthcare because they view it as too complex and inconvenient. This is affecting healthcare providers' potential income and harming the nation's overall health.  

Pero gracias a diversas tecnologías como la IA, el software automatizado, los chatbots y las herramientas de programación, mejorar la experiencia del cliente en la atención sanitaria es más fácil que nunca.  

When these emerging solutions are paired with effective customer experience management - which involves understanding and anticipating your patients' needs - customer experience can be improved so patients become far more engaged in the service.   

The importance of customer experience in healthcare 

In healthcare, the stakes are high. Patients aren’t just customers—they’re individuals often dealing with stress, illness, or pain. Their experience can have a profound impact not only on how they perceive your care but also on their overall well-being.  

El objetivo de la experiencia del cliente en la atención sanitaria es mejorar y optimizar la satisfacción y el bienestar generales de los pacientes a lo largo de todo el proceso de atención sanitaria. La experiencia del cliente, a menudo denominada experiencia del paciente en el contexto sanitario, abarca todas las interacciones y puntos de contacto del paciente con el sistema sanitario, incluidas las interacciones con los profesionales sanitarios, el personal de apoyo, las instalaciones y la tecnología. 

Most important factors in healthcare customer experience  

The patient experience in healthcare hinges on several important ingredients. Here are the top factors that make or break a great healthcare experience: 

• Ease of access: Make it simple for patients to book appointments, access test results, and communicate with your team. 
• Wait time: Long wait times can quickly sour an otherwise good experience. Reducing them shows respect for patients’ time. 
• Clear communication: From appointment reminders to treatment plans, patients need clarity and consistency at every step, such as balancing efficiency with delivering empathetic and thorough responses within healthcare contact centers. 
• Staff empathy: Friendly, compassionate care is key. A simple smile or a comforting word can make a huge difference. 
• Personalized care: Treating each patient as an individual, with tailored care, makes for a more meaningful experience. 
• Facility: A clean, safe environment is a top concern for patients, especially for infection control and hygiene, but facility comfort, including ease of navigation and privacy, is also important. 

5 ways to improve customer experience in healthcare 

Al mejorar la experiencia del cliente sanitario, debe tener en cuenta cómo interactúa el paciente con su institución sanitaria y hacer que estos puntos de contacto sean lo más fluidos e intuitivos posible. Si intenta hacer las cosas agradables y más sencillas, mejorará de forma natural la experiencia del paciente.  

He aquí cinco formas de mejorar la experiencia del cliente en la atención sanitaria:  

1. Agilizar el proceso de registro  

Muchos pacientes potenciales posponen la búsqueda de ayuda para sus problemas médicos porque el proceso de registro puede ser un engorro. Si facilita la concertación de citas, puede mejorar la experiencia del cliente y aumentar el número de personas que acuden a su consulta.  

The best way to simplify the process is by offering online registration. According to Experian Health, more than 8 in 10 patients prefer an online registration experience.  

Once you've streamlined registration, you should also set up a system to remind patients of their upcoming appointments. Appointment reminders help reduce no-shows and late cancellations, helping you keep your calendar full and ensuring all patients get the care they need. Look for appointment reminder software with critical patient-centric features, such as two-way texting for booking confirmations and personalized messages. 

2. Crear opciones de comunicación claras  

Si es fácil llegar a usted y comunicarse con usted, los pacientes tendrán una mejor experiencia general con su centro sanitario. Asegúrese de ofrecer tantos canales de comunicación como sea posible para que a los pacientes les resulte más cómodo comunicarse con usted. Piense en añadir canales como correo electrónico, SMS, llamadas telefónicas, chatbots en su sitio web e incluso mensajes directos en sus cuentas de redes sociales.  

Clear communication also includes being prompt with your responses. This may be tough if you're busy, but even sending an automated confirmation that you've received a message reassures patients and builds trust, improving the overall experience.  

3. Facilitar el acceso a la información sanitaria 

Bloquear la información de los pacientes y dificultar el acceso a la misma es una forma segura de desmotivar a los pacientes. Facilitarles el acceso a sus datos contribuirá a mejorar la experiencia de los pacientes y a mantenerlos más comprometidos y capacitados para asumir un papel activo en la gestión de su salud.  

The best way to do this is to allow your patients to create online accounts on your website. Once logged in, they can view their medical records and information and use that data to make positive changes in their lives. An online portal is also a great way to make booking appointments easier.  

4. Personalice sus cuidados  

Customers crave a personalized experience. Research from Abbot shows that 72% of patients want more personalized, tailored care. This can be done by altering your approach to correspondence and the messages you send to your patients.  

Al enviar artículos informativos y consejos relacionados con sus dolencias y problemas específicos, puede proporcionarles un servicio más valioso. Además, hacer el sencillo cambio de dirigirse a cada paciente de forma individual también puede mejorar la experiencia general del paciente, ya que se sentirá más atendido.   

5. Recoger opiniones 

Asking for feedback can be a great way to demonstrate to your patients that their opinion and experiences matter to your institution. By getting patients to answer simple surveys and questionnaires, you'll get valuable information on areas you can improve on, helping you boost customer experience in the future.  

Enhancing healthcare experiences through rewards 

Rewards technology is transforming healthcare by creating value-driven experiences for both patients and doctors. For patients, it fosters engagement, loyalty, and better health outcomes by incentivizing regular checkups, medication adherence, and preventive care. For doctors, it enhances motivation, recognition, and job satisfaction, encouraging excellence in patient care.  

By integrating a well-structured rewards system, healthcare organizations can boost retention, improve service quality, and create a more positive, rewarding environment for both providers and consumers.  

Here’s how rewards can elevate customer experience in healthcare: 

For customers (Patients): 

• Encourages preventive care & regular checkups – Rewards incentivize patients to schedule routine checkups, screenings, and vaccinations, promoting overall health and reducing long-term medical costs. 
• Enhances patient engagement – Offering loyalty points or perks for following treatment plans, attending wellness programs, or using digital health services keeps patients actively involved in their healthcare journey. 
• Strengthens patient loyalty – Personalized rewards, such as discounts on future services or wellness-related perks, make patients feel valued, increases customer loyalty making it more likely to return to the same healthcare provider. 
• Creates a better overall experience – Adding an element of recognition and appreciation makes healthcare interactions more positive, increasing patient satisfaction and trust in the provider. 

For doctors & healthcare providers: 

• Boosts engagement & motivation – Rewarding doctors for exceptional patient care, meeting performance targets, or participating in professional development programs enhances motivation and job satisfaction. 
• Encourages continued education & training – Offering incentives for attending medical workshops, conferences, or e-learning programs ensures healthcare professionals stay up to date with industry advancements. 
• Recognizes & retains top talent – A structured rewards program, including financial incentives, recognition awards, and experience-based perks, helps retain skilled medical professionals and reduce burnout. 
• Enhances workplace culture – A strong rewards system fosters a culture of appreciation and excellence, improving teamwork, collaboration, and overall job satisfaction in the healthcare sector. 
• Improves doctor-patient relationships – Doctors who feel valued and appreciated are more likely to provide higher-quality patient care, leading to better customer satisfaction and improved health outcomes. 

Ventajas de mejorar la experiencia del cliente en sanidad  

Mejorar la experiencia de sus pacientes no sólo les afecta a ellos; también puede beneficiar a su equipo sanitario y a su empresa al aumentar el rendimiento de los empleados e incrementar los ingresos.  

He aquí otras ventajas de mejorar la experiencia del paciente en su organización sanitaria:  

1. Retención de clientes  

Ofrecer una mejor experiencia a sus pacientes durante sus citas aumentará la probabilidad de que vuelvan a utilizar su institución. Retener a los pacientes es extremadamente valioso para una empresa sanitaria, ya que puede mejorar el valor total de por vida de esa persona.  

Research from Hubspot shows that a slight 5% increase in customer retention can result in a 25% increase in profit, as that extra 5% will be spending more money at your clinic over time. Plus, re-marketing to existing customers within your sales funnel is cheaper than marketing to brand-new patients.  

2. Procesos racionalizados  

El uso de la tecnología para mejorar la experiencia de los pacientes también puede tener un efecto en cadena y agilizar las cosas para el personal. Por ejemplo, la utilización de un software de programación automatizada puede facilitar y agilizar el envío de recordatorios de citas, reduciendo el tiempo que el personal dedica a tareas insignificantes. Esto les deja más tiempo para trabajar en otros proyectos, lo que aumenta la productividad.  

3. Aumenta la percepción de la marca  

If you offer an excellent experience to your current customers, your brand perception and reputation will improve over time, helping you attract more business in the future. Patients will be more likely to share their positive experiences, encouraging more people in your area to consider your services. Using customer experience to improve your perception will make you an authority in your area, helping you grow profits and more.  

4. Mejora la calidad de la asistencia 

As a healthcare professional or business owner, providing quality care should be one of your main priorities. Improving the customer experience will also enhance the quality of your treatments. For example, improving the customer experience by offering online consultations will allow patients to get advice on their conditions earlier, helping them get the care they need quickly.  

Transform healthcare customer experience with Xoxoday Plum  

Enhancing customer experience in healthcare is pivotal for patient engagement, satisfaction, and overall organizational success. Implementing a robust rewards program can significantly contribute to this enhancement by fostering loyalty and encouraging positive behaviors. 

Xoxoday Plum offers a comprehensive customer rewards program platform tailored for the healthcare industry. Key features include: 

• Personalized rewards programs: Design and automate rewards that cater to the unique needs and preferences of patients and healthcare staff, boosting engagement and retention.  
• Scalability and flexibility: Whether you're managing a small clinic or a large hospital network, Plum's platform adapts to your specific requirements, ensuring seamless integration and operation.  
• Efficient reward distribution: Save time by bulk uploading recipient lists and sending rewards via email or SMS, streamlining the process and ensuring timely delivery.  
• Multi-currency and localization support: Deliver rewards in various currencies and languages, catering to a diverse patient base and enhancing the personalization of the experience.  
• Seamless integrations: Plum integrates effortlessly with existing ERP and eProcurement systems, simplifying the implementation and management of your rewards program.  

By incorporating Xoxoday Plum into your healthcare facility, you can expect improvements in patient satisfaction, loyalty, and overall performance. 

Take the next step in transforming your healthcare customer experience. Book a free demo and we will get you started!