Welcome to our Resource Center - a home for our Quality Improvement and Member Engagement advice.


Data And Technology Have Major Roles In The Healthcare Customer Experience

April 12, 2018 Jeanette Stern


Healthcare Customer Experience

In the future, we can expect that there will be changes in the way patients and healthcare providers interact with each other. Patients will no longer have to spend precious time waiting in long lines just to have a small visit with their family doctor.

In the future, we anticipate that patients will be able to speak with their family doctors and other healthcare providers in various other forms, including video messaging, text messages, and phone-to-phone conversations. Medical professionals will also be able to provide more information than they would in the standard question and answer session because they will have additional information due to medical equipment and health applications. 

We believe that an increase in services that are more customer-oriented will eventually be the key to major transformations for healthcare providers and patients. There are various healthcare trends that are responsible for turning the healthcare industry into what it is today, and these trends will continue to change the healthcare landscape going forward.

Person-Centered Health Care

If the playmakers in the healthcare industry truly want to make improvements, there has to be a shift when it comes to the type of care patients receive. The care and concern for patients should not start and stop in the four walls of a doctor's office. The patient should become the center of his/her entire healthcare plan.

Many patients are constantly searching online for resources that will provide them with additional information about their health. Many family members and caregivers also take advantage of the online resources for a variety of reasons, including so they can grab control of their healthcare plan.

The internet is not just used for and entertainment. When people begin to feel ill, they immediately grab their mobile device and search for signs and symptoms so they can figure out what illness they may have. Many people immediately react based on the information that has been provided online. This is why it is so important that healthcare providers and insurance providers are actively engaged in the lives of their patients.

Improved Relationships

Over the past few years, there have been major concerns regarding the privacy of patient's health information. Many patients, insurance providers, and healthcare providers are worried about critical data being hacked. Thankfully, patients are starting to become a little savvier about their health records and other data. We all understand that data can be breached and stolen at any given moment. While many people may not know exactly what it means for data to be hacked and breached, but they understand that it is something frightening to go through.

It is important to ensure that all patients are connected to healthcare providers, staff members, and customer service reps who are engaging, knowledgeable, and skillful so strong and long-lasting relationships can be built. When patients engage with customer service representatives in the healthcare field, the customer service reps should be equipped with enough information to offer the best assistance to the patients and consumers. 


Although we are living with amongst an aging population, many of them are very comfortable with technology. What does this mean for the future? We believe this means that there will be an increase in the number of remote diagnoses and remote treatments. Many consumers who are beginning to use digital tools have expressed satisfaction with the results. Telemedicine can have a great impact on the productivity and efficiency of healthcare providers. 

What strategies do you think need to be implemented in order to improve healthcare customer experiences? How do you think healthcare providers should start the process? 

For more information on healthcare customer experiences, please do not hesitate to contact us today.

Previous Article
Diabetic Retinopathy: Why Are Some Patients Not Being Examined?
Diabetic Retinopathy: Why Are Some Patients Not Being Examined?

Next Article
Diabetes Now Affects 23 Million U.S. Adults
Diabetes Now Affects 23 Million U.S. Adults


Request More Information

First Name
Last Name
Thank you!
Error - something went wrong!
× Streams