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.  

Mais grâce à diverses technologies telles que l'IA, les logiciels automatisés, les chatbots et les outils de planification, l'amélioration de l'expérience client dans les soins de santé est plus facile que jamais.  

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.  

L'expérience client dans le domaine des soins de santé vise à améliorer et à optimiser la satisfaction globale et le bien-être des patients tout au long de leur parcours de soins. L'expérience client, souvent appelée expérience patient dans le contexte des soins de santé, englobe toutes les interactions et tous les points de contact des patients avec le système de soins de santé, y compris les interactions avec les prestataires de soins de santé, le personnel d'assistance, les installations et la technologie. 

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 

Pour améliorer l'expérience client dans le secteur de la santé, vous devez prendre en compte la manière dont un patient interagit avec votre établissement de santé et rendre ces points de contact aussi transparents et intuitifs que possible. En essayant de rendre les choses plus agréables et plus simples, vous améliorerez naturellement l'expérience du patient.  

Voici cinq façons d'améliorer l'expérience client dans le secteur de la santé :  

1. Rationaliser le processus d'enregistrement  

De nombreux patients potentiels hésitent à obtenir de l'aide pour leurs problèmes médicaux parce que le processus d'inscription peut être fastidieux. En facilitant la prise de rendez-vous, vous pouvez améliorer l'expérience des clients et augmenter le nombre de personnes qui fréquentent votre cabinet.  

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. Créer des options de communication claires  

S'il est facile de vous joindre et de communiquer avec vous, les patients auront une meilleure expérience globale de votre établissement de santé. Veillez à proposer autant de canaux de communication que possible afin que les patients puissent communiquer plus facilement avec vous. Pensez à ajouter des canaux tels que les courriels, les SMS, les appels téléphoniques, les chatbots sur votre site web et même les messages directs sur vos comptes de médias sociaux.  

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. Faciliter l'accès aux informations sur les soins de santé 

Enfermer les informations relatives aux patients et les rendre difficiles d'accès est un moyen infaillible de désengager vos patients. En leur facilitant l'accès à leurs données, vous contribuerez à améliorer l'expérience des patients et à les inciter à jouer un rôle actif dans la gestion de leur santé.  

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. Personnalisez vos soins  

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.  

En envoyant des articles d'information et des conseils relatifs à leurs maladies et problèmes spécifiques, vous pouvez leur fournir un service plus précieux. En outre, le fait de s'adresser à chaque patient individuellement peut améliorer l'expérience globale du patient, qui se sentira mieux pris en charge.   

5. Recueillir le retour d'information 

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. 

Avantages d'une meilleure expérience client dans le secteur des soins de santé  

L'amélioration de l'expérience de vos patients ne les concerne pas seulement ; elle peut également profiter à votre équipe soignante et à votre entreprise en améliorant les performances des employés et en augmentant les revenus.  

Voici quelques autres avantages liés à l'amélioration de l'expérience des patients dans votre établissement de santé :  

1. Fidélisation de la clientèle  

En offrant une meilleure expérience à vos patients lors de leurs rendez-vous, vous augmentez la probabilité qu'ils fassent de nouveau appel à votre établissement. La fidélisation des patients est extrêmement précieuse pour une entreprise de soins de santé, car elle peut améliorer la valeur totale de la durée de vie de ces personnes.  

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. Rationalisation des processus  

L'utilisation de la technologie pour améliorer l'expérience de vos patients peut également avoir un effet d'entraînement et rationaliser les choses pour votre personnel. Par exemple, l'utilisation d'un logiciel de planification automatisé peut faciliter et accélérer l'envoi de rappels de rendez-vous, réduisant ainsi le temps que le personnel consacre à des tâches subalternes. Ils ont ainsi plus de temps pour travailler sur d'autres projets, ce qui accroît leur productivité.  

3. Renforcement de la perception de la marque  

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. Amélioration de la qualité des soins 

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!