When it comes to consumer service, the healthcare industry lags behind other industries, according to many executives in the industry today.
The COVID-19 pandemic, as well as the global effort to vaccinate our entire population, have revealed serious flaws in our healthcare delivery system, which are becoming increasingly evident as treatment is moved outside of conventional hospital settings.
If you think healthcare is too complicated to be disrupted in this way, consider the industries that Amazon has already changed. Amazon’s customer-centric approach has had an influence on bookselling, grocery shopping, delivery, IoT gadgets, and entertainment.
Customers have become used to Amazon and Netflix discussing similar customers’ tastes with them, making them feel heard and winning brand loyalty and repeat business.Amazon’s customer service is the basis from which the company has grown to over 300 million active customers. Hospitals, too, are looking for opportunities to relate their patients’ perspectives, whether it’s by making food selections each night for the next day’s meals, giving them more entertainment options, or using pet therapy to brighten their day.
Healthcare workers are pinning pictures of themselves posing to their gowns to make a more intimate bond now that face masks are needed at all times during COVID-19. Both of these things help to improve the user experience, but none of them go as far as personalization.
The pandemic has shown that new technology can play a bigger role in hospitals that want to offer tailored care. Providers can also connect with patients in a variety of ways, including text messages, facebook, SMS, and patient portals. Not every form is appropriate for every patient, and hospitals will do well to remember and focus on these desires.