Healthcare is no more all about providing good patient care; it is much more than that. There are extensive changes in the technology employed in patient care, patient preferences, payment models, etc. that calls for swift action on the part of healthcare players to cope up with the changing demands. The big question is how players in this industry can survive in the mounting cut-throat competition in the market, and simultaneously ensure that their customers are delighted. The million-dollar answer to this is innovation and differentiation in the offerings and service provided. The players in the healthcare industry can take inspiration from other sectors like retail and incorporate their strategies to provide a better retail experience to their patients.
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So, what exactly do we mean by retail experience in healthcare? It basically refers to giving the patients a feeling of personal attention and personalization of services. This will help them establish a more intimate connection with the medical providers, in turn, promoting their loyalty and morale trust towards the company. But doctors are no retailers, so how can they incorporate retail practices into the medical services? Here are a few tips and tricks:
People are slowly becoming more digitally inclined, and almost every industry has identified this trend and are consequently hopping on to the digital bandwagon. In retail, businesses are aware that they need to be where their customers are – social media and other digital platforms. You will find many retail businesses that are digitally active in creating awareness and staying connected with their customers. As far as health services are concerned, providers can adopt various digital strategies online as well as offline in the clinics, such as digital payment methods, collect patient data, provide consultation, etc. to provide a retail experience to their patients.
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Giving a Personal Touch in Services
Who doesn’t like to be made feel special right? ‘Personalization/customization of service’ is a retailer’s bible to providing top-notch service to customers and customer retention. Retailers are analyzing valuable customer information to offer useful services at the pre-sales, sales, and after-sales stages. The same applies to healthcare. Also, they can adapt this technique to give a taste of the retail experience to medical patients. Useful patient information and records can be used by clinics to prescribe customized medical routines and medications to the patients.
Keep Brand Engagement in Mind
Various leading retailers are resorting to customer-centric approaches in business to draw more customer attention to their business and keep them engaged with the brand. Medical organizations need to draw inspiration from this and understand the patient pain points better which will, in turn, help them to align operations, tools, and partnerships to meet the patient expectations and give them a retail experience in medical services.