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.  

Namun berkat berbagai teknologi seperti AI, perangkat lunak otomatis, chatbot, dan alat penjadwalan, meningkatkan pengalaman pelanggan dalam layanan kesehatan menjadi lebih mudah dari sebelumnya.  

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.  

Pengalaman pelanggan dalam perawatan kesehatan bertujuan untuk meningkatkan dan mengoptimalkan kepuasan dan kesejahteraan pasien secara keseluruhan selama perjalanan perawatan kesehatan mereka. Pengalaman pelanggan, yang sering disebut sebagai pengalaman pasien dalam konteks perawatan kesehatan, mencakup semua interaksi dan titik kontak pasien dengan sistem perawatan kesehatan, termasuk interaksi dengan penyedia layanan kesehatan, staf pendukung, fasilitas, dan teknologi. 

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 

Ketika meningkatkan pengalaman pelanggan layanan kesehatan, Anda harus mempertimbangkan bagaimana pasien berinteraksi dengan institusi layanan kesehatan Anda dan membuat titik-titik kontak ini semulus dan seintuitif mungkin. Dengan mencoba membuat segala sesuatunya menjadi menyenangkan dan lebih mudah, Anda akan secara alami meningkatkan pengalaman pasien.  

Berikut ini adalah lima cara untuk meningkatkan pengalaman pelanggan dalam layanan kesehatan:  

1. Menyederhanakan proses pendaftaran  

Banyak calon pasien yang menunda untuk mendapatkan bantuan untuk masalah medis mereka karena proses pendaftaran yang merepotkan. Dengan mempermudah penjadwalan janji temu, Anda dapat meningkatkan pengalaman pelanggan dan meningkatkan jumlah orang yang menggunakan tempat praktik Anda.  

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. Membuat opsi komunikasi yang jelas  

Jika Anda mudah dijangkau dan diajak berkomunikasi, pasien akan mendapatkan pengalaman yang lebih baik dengan fasilitas perawatan kesehatan Anda. Pastikan untuk menawarkan saluran komunikasi sebanyak mungkin sehingga lebih nyaman bagi pasien untuk berkomunikasi dengan Anda. Pikirkan untuk menambahkan saluran seperti email, SMS, panggilan telepon, chatbot di situs web Anda, dan bahkan pesan langsung di akun media sosial Anda.  

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. Menyediakan akses mudah ke informasi perawatan kesehatan 

Mengunci informasi pasien dan membuatnya sulit untuk diakses adalah cara yang pasti untuk membuat pasien Anda tidak terlibat. Mempermudah mereka untuk mengakses data mereka akan membantu meningkatkan pengalaman pasien dan membuat mereka lebih terlibat dan diberdayakan untuk mengambil peran aktif dalam manajemen kesehatan mereka.  

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. Mempersonalisasi perawatan Anda  

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.  

Dengan mengirimkan artikel informasi dan saran yang berkaitan dengan penyakit dan masalah spesifik mereka, Anda dapat memberikan layanan yang lebih berharga bagi mereka. Selain itu, melakukan perubahan yang mudah untuk menangani setiap pasien secara individual juga dapat meningkatkan pengalaman pasien secara keseluruhan, karena mereka akan merasa lebih diperhatikan.   

5. Mengumpulkan umpan balik 

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. 

Manfaat pengalaman pelanggan yang lebih baik dalam perawatan kesehatan  

Meningkatkan pengalaman pelanggan bagi pasien Anda tidak hanya berdampak pada mereka, tetapi juga dapat menguntungkan tim layanan kesehatan dan bisnis Anda dengan meningkatkan kinerja karyawan dan meningkatkan pendapatan.  

Berikut adalah beberapa manfaat lain dari meningkatkan pengalaman pasien di organisasi perawatan kesehatan Anda:  

1. Retensi pelanggan  

Menawarkan pengalaman yang lebih baik bagi pasien Anda selama janji temu akan meningkatkan kemungkinan mereka menggunakan institusi Anda lagi. Mempertahankan pasien sangat berharga bagi bisnis perawatan kesehatan, karena dapat meningkatkan nilai total seumur hidup individu tersebut.  

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. Proses yang disederhanakan  

Menggunakan teknologi untuk meningkatkan pengalaman pelanggan bagi pasien Anda juga dapat memberikan efek langsung dan merampingkan pekerjaan staf Anda. Sebagai contoh, memanfaatkan perangkat lunak penjadwalan otomatis dapat membuat pengiriman pengingat janji temu menjadi lebih mudah dan lebih cepat, sehingga mengurangi waktu yang dihabiskan oleh staf untuk melakukan tugas-tugas yang tidak penting. Hal ini memberi mereka lebih banyak waktu untuk mengerjakan proyek lain, sehingga meningkatkan produktivitas.  

3. Meningkatkan persepsi merek  

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. Meningkatkan kualitas perawatan 

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!