CX Insights: Digital Disruption in Healthcare
Despite importance of healthcare to our everyday lives, it is one of the few industries that has not been overhauled by technological innovation. The industry has evolved at a sluggish pace, but this will soon change. Pundits predict that the healthcare is evolving into a value-based industry, where providers, drugs and devices that do not work well will be discarded. The changes coming in healthcare will greatly influence patient care, and therefore this week in CX Insights we examine evolution of healthcare CX.
What Health Care Can Learn from the Transformation of Financial Services
The digital disruption unfolding in the healthcare industry is not unalike the financial tech revolution, argues Yuhgo Yamaguchi [hbr.org]. Yamaguchi advises providers to adopt the strategies of the winning players in the fin tech revolution. Strategies such as leveraging big data to provide tailored customer solutions, turned services into products, and improved convenience while lowering costs can help health care providers use the digital revolution to get ahead and provide better customer experiences.
A Digital Revolution in Health Care is Speeding Up
Although the healthcare industry has lagged in digital innovation, investments into healthcare technology reveal that the future of healthcare will be much different than today. Mobile apps, telemedicine, wearable sensors and predictive analytics for earlier diagnoses will help reduce hospital admissions and, in the future, change the point of care from the hospital to the home. As a result, digital disruption in healthcare will not only alter how we take care of our health, but who provides healthcare.
Providers Must Engage Themselves, If They Want to Engage Patients
In a value-based market, contact centers can give providers the competitive advantage in providing positive, proactive and collaborative healthcare. Industry-leading contact center solutions provide fast, high-quality and effective customer service. But, excellent customer service is not the only benefit. Johns Hopkins Hospital recently saw the benefit of using predictive analytics solutions to evaluate care in real-time. In a value-based economy, excellent customer service and predicting the healthcare trends of tomorrow can help providers stand out among their competitors.
Lousy Customer Service? A Better Way in Health Care
Not all healthcare insurers provide equal customer service. Austin Frakt [NYT.com] found that in the United States, insurance plans with the best service were the ones that were offered by healthcare providers. When they have a problem, patients can be stuck in a vicious circle where their insurer says it is the provider’s issue and the provider says it is the insurer’s issue. Rather than pushing responsibility on to the insurer, provider insurance plans focus on addressing complaints, and improving responsiveness to customers and the enrollees’ overall experiences. Since patients will go to where the service is best, insurers need to streamline service with providers or risk being cut out from the equation.
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