Customer experience in health care: The moment of truth – pwc – 26 July 2012

Posted on July 31, 2012. Filed under: Patient Participation | Tags: |

Customer experience in health care: The moment of truth – pwc – 26 July 2012

“Health care companies are finding their own moments of truth where they engage in new thinking about their customers. Whether these moments are prompted by inspiration from other industries, competition, health reform, consumer demands or the bottom line, agile companies are changing the way they get to know their customers, moving beyond basic transactions and embracing their patients and members as consumers and customers.”

Media release: Moment of truth for healthcare: why the customer experience matters, according to new PwC Health Research Institute Report

“NEW YORK, July 26, 2012 – A good or bad customer experience can make or break a bank or hotel.  Now it’s a crucial “moment of truth” for healthcare organizations that have to work harder for consumer engagement and loyalty, according to a report released today by the Health Research Institute (HRI) of PwC US.  Management of the customer experience in healthcare is an emerging business requirement as health reform and state exchanges open up a retail market for more than 23 million individual shoppers by 2018.

What makes a positive customer experience in healthcare?  According to HRI, consumer perceptions are built across multiple channels — in person, online, on the phone and increasingly through non-traditional settings such as mobile devices and retail health clinics.  Moreover, the ideal experience increasingly is being defined by non-clinical elements, such as convenience, customer service and staff attitude.

When it comes to interacting with a hospital, doctor’s office or other healthcare provider, consumers are nearly twice as likely as those in the airline, hotel, and banking industries to say that staff friendliness and attitude dictate whether the experience was positive or negative.  One third of consumers said they would be willing to switch their health insurance or healthcare provider if another company offered a more “ideal experience.” ”

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