In today's episode, we are joined by Nicole Rogas, President at symplr, and Kristin Russel, Chief Marketing Officer at symplr, to discuss the patient / customer journey in a virtual world. Tune in to learn more about the financial challenges hospitals and health systems are facing, how patient preferences are evolving, and how to ensure the voice of the customer is used to inform the customer journey. Hear best practices companies can employ to attract and retain patients as they develop a customer journey that aligns with customers’ needs. This episode is sponsored by symplr.
Summary
Exploring the Patient/Customer Journey in a Virtual World with symplr
Introduction
Join Nicole Rogas, President at symplr, and Kristin Russel, Chief Marketing Officer at symplr, as they discuss the patient/customer journey in a virtual world in today's episode. They share insights on the financial challenges facing healthcare systems as well as how patient preferences are evolving. Learn how to ensure the voice of the customer is used to inform the customer journey and hear best practices companies can employ to attract and retain patients.
Challenges in Healthcare Systems
Healthcare systems are currently facing multiple challenges due to the economic situation, particularly around labor costs. Additionally, the pandemic has seen an expansion of digital technology such as telehealth and patient portals. As a result, best practices for developing the customer journey have had to change in the virtual world to meet these new needs.
Meeting Patient Preferences
Showcasing that patient preferences and expectations have changed significantly in recent years due to an increase in digital offerings, customer-focused care, and the influx of disruptors such as Amazon and Walgreens, healthcare organizations should use executive customer councils, customer advisory boards, product councils, focus groups, and market research and intelligence to inform the voice of the customer. Health systems can also attract and retain patients by recognizing and meeting their evolving preferences and needs, which may include digital offerings, convenience, and customer service.
Developing a Customer Journey That Aligns With Patients' Needs
During the discussion, Kristin and Nicole emphasized the importance of creating a customer journey that aligns with patients' needs and speaks to their pain points. They suggested mapping out the customer journey and using digital channels such as websites and social media to listen to customer feedback. They also highlighted the significance of prioritizing the perceptions of patients rather than one's own perception to create an amazing customer experience for all involved.
Conclusion
To conclude, listen to the symplr sponsored Becker's Healthcare podcast to learn more about the patient/customer journey in a virtual world and ways to stay at pace with and meet the rapidly evolving customer preferences and needs.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to podcasts@beckershealthcare.com
This episode aired on 09/14/2022 and can be listened here.
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