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.  

Ma grazie a varie tecnologie come l'intelligenza artificiale, i software automatizzati, i chatbot e gli strumenti di programmazione, migliorare l'esperienza del cliente nel settore sanitario è più facile che mai.  

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'esperienza del cliente nel settore sanitario mira a migliorare e ottimizzare la soddisfazione e il benessere generale dei pazienti durante il loro percorso sanitario. L'esperienza del cliente, spesso definita esperienza del paziente nel contesto sanitario, comprende tutte le interazioni e i punti di contatto del paziente con il sistema sanitario, comprese le interazioni con gli operatori sanitari, il personale di supporto, le strutture e la tecnologia. 

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 

Per migliorare l'esperienza del cliente nel settore sanitario, è necessario considerare il modo in cui il paziente interagisce con la vostra struttura sanitaria e rendere questi punti di contatto il più possibile intuitivi e senza interruzioni. Cercando di rendere le cose più semplici e piacevoli, migliorerete naturalmente l'esperienza del paziente.  

Ecco cinque modi per migliorare l'esperienza del cliente nel settore sanitario:  

1. Semplificare il processo di registrazione  

Molti potenziali pazienti rimandano la richiesta di aiuto per i loro problemi medici perché il processo di registrazione può essere una seccatura. Facilitando la fissazione di un appuntamento, potete migliorare l'esperienza del cliente e aumentare il numero di persone che si rivolgono al vostro studio.  

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. Creare opzioni di comunicazione chiare  

Se è facile raggiungervi e comunicare con voi, i pazienti avranno un'esperienza migliore con la vostra struttura sanitaria. Assicuratevi di offrire il maggior numero possibile di canali di comunicazione, in modo che sia più comodo per i pazienti comunicare con voi. Pensate di aggiungere canali come e-mail, SMS, telefonate, chatbot sul vostro sito web e persino messaggi diretti sui vostri account di social media.  

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. Fornire un facile accesso alle informazioni sanitarie 

Bloccare le informazioni dei pazienti e renderle difficilmente accessibili è un modo infallibile per disimpegnare i pazienti. Facilitare l'accesso ai dati aiuterà a migliorare l'esperienza del paziente e a mantenerlo più coinvolto e più motivato ad assumere un ruolo attivo nella gestione della sua salute.  

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. Personalizzare l'assistenza  

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.  

Inviando articoli informativi e consigli relativi ai loro specifici disturbi e problemi, potrete fornire loro un servizio più prezioso. Inoltre, il semplice fatto di rivolgersi a ciascun paziente in modo individuale può migliorare l'esperienza complessiva del paziente, che si sentirà più assistito.   

5. Raccogliere il feedback 

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. 

Vantaggi di una migliore esperienza del cliente nel settore sanitario  

Migliorare l'esperienza del cliente per i vostri pazienti non riguarda solo loro, ma può anche giovare al vostro team sanitario e alla vostra azienda, aumentando le prestazioni dei dipendenti e incrementando le entrate.  

Ecco alcuni altri vantaggi del miglioramento dell'esperienza del paziente nella vostra organizzazione sanitaria:  

1. Conservazione dei clienti  

Offrire un'esperienza migliore ai pazienti durante i loro appuntamenti aumenterà la probabilità che si rivolgano nuovamente alla vostra struttura. La fidelizzazione dei pazienti è estremamente preziosa per un'azienda sanitaria, in quanto può migliorare il valore totale della vita dell'individuo.  

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. Processi semplificati  

L'uso della tecnologia per migliorare l'esperienza del cliente per i pazienti può avere un effetto a catena e semplificare le cose per il personale. Ad esempio, l'utilizzo di un software di programmazione automatizzato può rendere più semplice e veloce l'invio di promemoria per gli appuntamenti, riducendo il tempo che il personale impiega per svolgere compiti di secondaria importanza. In questo modo il personale ha più tempo per lavorare su altri progetti, aumentando la produttività.  

3. Aumenta la percezione del marchio  

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. Migliora la qualità dell'assistenza 

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!