Industry Insights

Improving patient communication: How customer experience software benefits healthcare businesses

Ufuoma Uvomata
May 22, 2023

Nobody wants to fall sick, but when they do, they can only pray to have a passionate medical team that could be straight out of Grey’s Anatomy.

The best healthcare workers know that good communication is an important element in patient care. Those with good bedside manners can help ease anxiety and stress by providing emotional support, answering questions, and properly explaining treatment procedures.

Patients who feel valued and comfortable make the process easier by being honest about their symptoms and medical history. This allows them to receive more accurate diagnoses and higher-quality treatment.

Most people would like to receive email newsletters from their registered care provider that keep them up-to-date on matters concerning their health. Organizations can improve patient education by sharing research and any new relatable development in medicine based on the patient category.

With improvements in technology, providing excellent online services is easier than ever. Many organizations now use customer experience software to improve communication and manage their relationships with clients.

Anyone should be able to easily reach out to hospitals in different ways and receive fast responses. People would like to avoid the dreaded waiting rooms and hospital anxiety without compromising their care.

Why are hospitals going digital?

Healthcare employees have always needed excellent communication skills to provide quality service. The training requires you to listen actively and deliver advice, guidance, and support in a way that’s clear and easy to understand.

Any employee who struggles to communicate effectively may experience stress and burnout. Miscommunication can create errors that compromise patients’ health, leading to staff feeling like they are not providing quality care to their patients. A customer experience tool is the future health software you need now!

Today, you can achieve patient satisfaction by converting the principles of good bedside manners into digital form. Whether it’s through email, SMS, or even social media, patients should receive the quality of care that’s expected from a reputable healthcare provider.

If you look at your hospital as a business with customers, then you should make customer service a priority. Just like any company in other industries, you should make it super easy for consumers to access your services.

Healthcare companies that spend time implementing the latest trends in customer experience can improve their services.

Example of healthcare businesses using customer experience software.

  1. Hygeia HMO.

Hygeia HMO is a health maintenance organization that provides health insurance to individuals, families, and businesses. They have improved their customer experience by offering their "Hygeia HMO Mobile App," which helps their customers manage their health insurance plans and communicate with healthcare providers. The app offers features such as appointment scheduling, teleconsultation, medication reminders, and claims management.

  1. MeCure.

MeCure Healthcare Limited uses a customer experience software called "MeCure Smart" that helps their patients' book appointments, access medical records, and communicate with healthcare providers. The app offers features such as appointment scheduling, teleconsultation, medication reminders, and patient feedback. The software has helped MeCure Healthcare Limited improve patient communication, reduce wait times, and enhance overall patient satisfaction.

  1. ABUAD multi-system hospital.

The Afe Babalola University Ado-Ekiti (ABUAD) high-tech multi-system hospital is a world-class, fully automated medical facility. They have implemented cutting-edge technology to improve patient communication and experience, including the use of customer experience software, inter-operative teleconferencing technology, and an automated device that helps in medical transportation.

Benefits of CX tools in the healthcare industry.

  1. Scheduling appointments.

Booking appointments is a crucial part of patient communication. Traditional appointment scheduling methods, such as phone calls or emails, can be time-consuming and prone to errors.

Using a shared inbox will make it an easier, more efficient, and more accurate way to schedule appointments. Patients can book appointments online at any time, from any device. This helps reduce wait times and improve the overall patient experience.

A team inbox connects your social media, email, live chat, and business number all in one inbox. It helps you never miss patient messages on any platform. This way, everyone can contact their hospital in the way that is most comfortable for them.

  1. Sending reminders.

Most people are able to stay organized with appointment reminders. That’s why patient no-shows and cancellations can be a significant challenge for healthcare providers. This can lead to wasted time and resources and ultimately impact patient care.

You can send automated appointment reminders to reduce no-show rates and improve patient communication. Many people would be happy to receive reminders and updates on their health.

Healthcare companies can use customer experience tools to send follow-up messages to patients after their appointments. These messages can include information on the next steps, medication reminders, or survey requests. This helps patients feel connected and engaged in their healthcare journey.

  1. Receiving feedback 

Collecting feedback helps improve patient experience and satisfaction. Feedback tools, such as surveys, allow healthcare providers to gather valuable insights from patients. These insights can help you identify areas for improvement and enhance patient communication.

Customer experience software makes it easier to respond to feedback in a timely and personalized manner. You can address patient concerns and resolve issues quickly, helping to improve patient satisfaction and loyalty.

Choosing the right customer experience software for healthcare businesses.

With so many options available on the market, it can take time to choose the right software that meets the needs of your organization. Here are the best tips for healthcare businesses to select the right CX software for their needs.

  1. Get the most important features.

The first thing to do when choosing customer experience software is to consider the features that align specifically with the needs of your organization. Assess your current challenges, goals, and desired outcomes you want to accomplish with the CX software.

Some of the features that healthcare businesses commonly look for are patient satisfaction, efficient appointment scheduling, improved communication, reminders, and streamlined feedback management.

Your software should allow you to gather and analyze patient feedback, conduct surveys, and measure patient satisfaction. This will help you identify areas for improvement and maintain a pulse on patient experiences.

For example, if your organization focuses on chronic disease management, you should choose software that lets you send medication reminders. It should make patient communication easy on multiple platforms to improve follow-ups and treatment outcomes.

The software should also offer detailed analytics and reporting. This will allow you to measure the success of your CX initiatives, track performance, and input data-driven solutions to drive growth and make future improvements.

  1. Ensure you pick a tool that is easy to use.

Selecting a user-friendly tool is crucial for efficiency and productivity. When choosing CX software, it is common for companies to opt for an all-in-one platform that offers ease of navigation. Opting for an easy-to-use and navigate tool offers several advantages.

Opting for an easy-to-use and navigate tool offers several advantages. Firstly, it enhances workflow speed, allowing you to accomplish tasks more swiftly. This is particularly important when dealing with patient details, as a platform that seamlessly stores this information enables quick access and retrieval, saving valuable time.

An advanced tool may go beyond basic functionalities, enabling you to send one-time passwords (OTPs) and timely SMS updates to your patients, enhancing communication and ensuring they stay informed.

  1. It should provide multichannel patient support.

An intuitive software solution that integrates various communication channels into a shared team inbox streamlines your interactions with patients.

This centralized approach simplifies the management of patient inquiries, reducing the risk of overlooking important messages or experiencing delays in response times.

Social media integration allows healthcare businesses to connect with patients on their preferred social media platforms. This feature enables healthcare companies to reach out to patients where they are most active and engaged, fostering stronger patient relationships.

  1. Ensure compatibility with existing systems.

Choose a customer experience software that is compatible with the systems and platforms you already use. It should integrate seamlessly with other systems, such as electronic health records (EHRs) and other tools used by your company.

Compatibility ensures that you can maintain consistency in your processes and measure success across different kinds of software. It also reduces the need for staff to learn multiple systems, reducing errors and improving overall efficiency.

In conclusion, CX software provides healthcare providers with the tools they need to communicate effectively with patients, streamline healthcare delivery, and ultimately achieve better health outcomes.

Take the first step towards improving patient communication in your healthcare business. Remember, prioritizing seamless patient communication is key to achieving progress and success in today’s healthcare industry.

Potential costs of implementing customer experience software.

The cost of implementing new software can vary depending on the size of the business, the type of software, and the features included. Here are some potential costs associated with some CX tools on the market:

  1. Licensing and implementation costs.

Most CX tools require a license fee. The license cost can vary depending on the size of the business and the number of users. The implementation costs can include hiring professionals to install, configure, and integrate the software with existing systems. 

  1. Training costs.

Once the software is installed, depending on how complex the system is, employees will need to be trained on how to use it. Training costs can include hiring trainers, creating training materials, and the time employees spend on training.

  1. Maintenance costs.

Some CX software requires ongoing maintenance and support to keep it running smoothly. These costs can include the cost of software updates, technical support, and troubleshooting.

Organizations that prefer to avoid these costs use Simpu to develop their commitment to providing a modern customer experience. With transparent subscription-based pricing, you can choose the plan that works best for your company and build a transformative healthcare.

In conclusion, CX software provides healthcare providers with the tools they need to communicate effectively with patients, streamline healthcare delivery, and ultimately achieve better health outcomes.

Sign up for a 14-day free trial of Simpu and see how an improved customer experience tool can help you achieve your goals.

Ufuoma Uvomata

Content Writer
Ufuoma is a writer who creates website copy, SEO articles, scripts, blog posts, and short stories for companies in several industries. If you meet her, ask about her plants.

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