Customer service is at the heart of any industry including healthcare. Even though your clients are generating revenue for you, you must treat them with utmost care and respect. They, too, are human beings dealing with the troubles life has thrown their way. They have also come to your clinic or insurance service hoping to find a reprieve. Therefore, it would be wise to take a customer-centric approach when handling healthcare patients to ensure the longevity of your business. Here are a few benefits of great customer experience in healthcare.
Boosts customer retention & gains a competitive edge
Research reveals that it only takes a client two to three bad experiences at a store before they decide to go elsewhere. The same applies to the healthcare industry. In addition to investing in the best equipment, a great customer experience will increase the chance they will return to your clinic for treatment in the future.
Chances are you are one of many clinics in your area. Numerous healthcare facilities offer the same services you do. A key distinguishing factor that will make your target audience choose you over your rivals is exceptional customer experience. Practices like optimizing your billing process could reduce errors and improve accuracy.
Build life-long relationships
Clients are observant and always take note of their experience at a certain healthcare facility. How you treated them and made them feel during their stay will determine whether they continue choosing you in the future. They might not be the ones in need of treatment, but they could recommend your services to loved ones who need it. Offering your clients a great customer experience keeps you at the top of their minds, meaning they won’t hesitate to visit your facility or refer you to someone who would benefit from your offer.
When you work in the healthcare industry, you are automatically in a position of trust. However easy it would be to take advantage of your clients, it wouldn’t be ethical or legal to do so. You should ensure that you are honest and transparent. A major part of offering great customer experience is to make your healthcare price transparency policy known to your clients. It would be wise to give a detailed breakdown of what services your clients are paying for so they are not in the grey area. In fact, it is now a requirement for health plan providers to be transparent with their members about pricing for services.
Avoid the negative brand perception
You might be surprised how fast word spreads. Once a client has a bad experience at your establishment, they will tell their loved ones and next of kin to warn them to steer clear of your clinic. It only takes a handful of complaints from different people for your target audience to start seeing you in a negative light. Offering a great customer experience demonstrates to your clients that you care about their concerns and earn you a reputation as a trustworthy brand.
Meet client expectations
Clients who visit your healthcare facility already have preset expectations they consider basic. These expectations include friendly and empathetic staff, respect for their sensitive data, a clean and comfortable facility, and well-maintained records. Imagine a scenario where a patient is admitted into a dirty ward where the nurses are ignoring them. It will be a miracle if they stay for the entire duration. Embracing customer experience allows you to meet or surpass what they expect from you.
Health is a major source of anxiety for most patients. A significant percentage would rather suffer in silence than go to the hospital. It is not uncommon for them to resort to seeing a doctor because they have no other option. Great customer experience causes your patients to trust you when they are at their most vulnerable point. When you handle them with care, they pull their guard down and become open to treatment and suggestions that will help them get better. Another significant part of the customer experience that fosters trust is keeping their sensitive data confidential.
Clients engage with healthcare facilities the most in their lifetime than any other type of business. It would help if you took your time to understand your client’s needs and expectations if you want to nurture this relationship and stay in business as long as possible. It is best to ensure everyone in your healthcare facility is playing their role as effectively as possible so that nobody is joyriding while the rest are breaking their backs, trying to make the patients and customers as comfortable as possible.