Revolutionizing Patient Experience: CX Innovations in US Healthcare

In the ever-evolving world of healthcare, patient experience has become a top priority for providers. With the rise of consumerism in healthcare, patients demand a more personalized and seamless experience. 

PWC’s latest Healthcare report highlights how trust and loyalty are essential in repeated patient engagement. Patients who have had a bad experience once are usually discouraged from seeking out care – creating a barrier.

To meet these demands, healthcare organizations are turning to innovative solutions to revolutionize the patient experience. While the healthcare CX trends in the USA continue to evolve rapidly, here are three CX innovations that are making a significant impact.

Virtual Care

Virtual care, also known as telehealth, has been gaining popularity recently. This technology allows patients to connect with their healthcare providers remotely, eliminating the need for in-person visits. 

With virtual care, patients can receive consultations, follow-up appointments, and even urgent care services from the comfort of their own homes. This not only improves convenience for patient but also reduces wait times and increases access to care. Virtual care has become especially crucial during the COVID-19 pandemic, as it allows patients to receive care while minimizing the risk of exposure.

Through video consultations, Stanford Health Care’s Virtual Urgent Care tackles non-emergencies like allergies and minor injuries. Launched in 2020, it offers convenient care from home, reducing ER visits and wait times. With thousands of patients served and high satisfaction rates, it showcases the potential of virtual care to increase access, improve efficiency, and lower costs in the US healthcare sector.

In India, Mantra Labs has helped one of the largest private healthcare services provider, Manipal Hospitals, develop and deploy its patient engagement application. With its extensive virtual care features, it has helped boost user engagement. You can read a detailed case study about it here. 

Patient Experience Representatives

Patient experience representatives, also known as patient advocates, are becoming a common role in healthcare organizations. These individuals are dedicated to improving the overall experience for patients by addressing any concerns or issues they may have. 

They act as a liaison between patients and healthcare providers, ensuring that patients feel heard and valued. Patient experience representatives also play a crucial role in collecting feedback and data to identify areas for improvement in the patient experience. 

By having a designated representative focused on patient experience, healthcare organizations can better understand and meet the needs of their patients.

Cleveland Clinic needed to meet patient expectations. Unclear discharge instructions and long waits led to dipping satisfaction scores. Undeterred, they partnered with consultants to champion empathy and design thinking. 

Patients, doctors, and nurses co-created solutions, resulting in crystal-clear discharge summaries, real-time appointment updates, and staff training in patient-centric communication. The impact? Soaring satisfaction scores and a more engaged workforce. 

This is just one example of how patient experience consulting can revolutionize healthcare in 2024. 

Patient Experience Consulting

As the demand for a better patient experience continues to grow, many healthcare organizations are turning to patient experience consulting firms for guidance. These firms specialize in analyzing and improving the patient experience, using data and insights to identify areas for improvement. By working with these firms, healthcare organizations can gain valuable insights and expertise to drive meaningful change in the patient experience.

With the rise of generative AI, conversational chatbots integrated into doctor or patient apps have proved immensely helpful in analyzing patient symptoms and providing answers to common queries. 

The Future of Patient Experience

As technology advances and consumer expectations rise, the patient experience will only become more important in the healthcare industry. Providers must continue to innovate and adapt to meet the evolving needs of their patients. 

While there may be challenges such as data privacy concerns and ensuring equitable access to technology for all, with collaboration, innovation, and a focus on human-centered design, the future of US healthcare promises to be one where patients are truly in control, empowered to chart their own course towards a healthier, happier life.

This may include implementing new technologies, creating dedicated roles for patient experience, and seeking guidance from patient experience consulting firms. By prioritizing the patient experience, healthcare organizations can not only improve patient satisfaction but also drive better health outcomes and build stronger relationships with their patients.