As patient experience moves towards the center stage for many of the nation’s health systems, leaders and pharmaceutical companies responsible for this function are tackling issues like lack of leadership to drive patient centricity, separating quality care from hospital amenities, and understanding patient journey, needs, and wants.
When a patient’s needs and demands are not understood or there is a breakdown in the communication, they feel lost, vulnerable, and afraid. This is where marketers and communicators should be contributing to the patient experience. While the healthcare professionals or pharmaceutical companies may not be able to change what happens in the examination room, there are several ways they can support and enhance communication throughout the experience, and patient journey mapping is a key strategy.
At Quantzig, we understand the power of patient journey mapping in boosting patient experience and the huge difference it can make in the growth graph of your healthcare business. And to help pharmaceutical companies excel in an ever-competitive healthcare market, our team of experts has highlighted three key strategies for leveraging patient journey mapping that can help pharmaceutical companies improve their patient experience.
Strategies for Leveraging Patient Journey Mapping to Improve Patient Experience
Strategy #1: Treat your organization’s website like the North Star
Pharmaceutical companies or any healthcare organization should ensure that their website should be truly patient-centric and offer clear, strategic calls-to-action to tap into the mindset of the patient. This helps your prospective patients to be just a click away from what they need. Patient journey mapping at the trigger event phase will likely drive the critical first impression and begin a positive or negative patient experience.
Strategy #2: Ensure your calls to action are an impeccable experience
Whether patients are calling for an appointment or scheduling services online, they should experience the ease of access. Lengthy hold times and arduous steps to see a provider creates friction for your patient audiences. Patient journey mapping at the consideration phase pushes pharmaceutical companies to strive for improving the ease of access.
Strategy #3: Communicate to patients about the next step clearly
Ensuring that the patient understands the next step, and the step after that is very important. The intent and experience phase of patient journey mapping makes it mandatory for hospitals and pharmaceutical companies to have a clear communications protocol to guide patients through the scenario that may come next, making them feel well-cared for and delivering the utmost patient experience.
Wondering how to improve patient experience and reconfigure your approach to care? Patient journey mapping is the key. Request a free demo below and access patient data on real-time dashboards.
What the Client Wanted
A leading new cancer drugs manufacturer wanted to comprehend the regional unmet needs of the US and European patient population in the advanced stage of the disease and understand how they can be a respected player in the therapeutic area.
The company prioritized the list of unmet needs for the patient population and identified opportunities for promoters to share their resources with each other. This nurtured a company-wide agreement on key issues and unmet needs.
New Cancer Drugs Outlook
WP – Modernizing the Patient Journey
The client: A leading primary health care services provider, Size: >$50 billion in revenue, Area of engagement: Patient journey mapping
Primary health care (PHC) or essential health care is based on socially acceptable and scientifically sound methods and technologies that make universal health care accessible to individuals across economies. In the healthcare industry, primary health care service providers offer personalized and holistic care for patients of all age groups. It includes treating acute conditions such as respiratory tract infections, managing chronic diseases, and implementing preventing measures such as targeted health screening. However, the main goal of primary health care service providers across economies is the attainment of better health services for all. The World Healthcare Organization (WHO) has identified five key elements to achieving this goal:
- Increasing the participation of stakeholders
- Integrating healthcare across sectors
- Organizing health care services around the needs and expectation of people
- Reducing exclusion and social disparities in health
- Pursuing collaborative models
The Business Challenge
The client, a well-known primary health care services provider, approached our team of experts to help them improve their administrative services. The client was looking at gaining detailed insights into the patient’s experience to reveal new opportunities for innovation. Additionally, the primary health care provider wanted to create and leverage the use of patient journey maps. The client also wanted to anticipate the future healthcare industry trends and develop strategies to maximize customer retention.
Want to learn more how about our analytics solutions helped a leading player in the primary health care services industry?
The Solution and the Business Impact
The patient journey mapping solution offered by the experts at Quantzig helped the primary health care services provider to map the journey of their patients to identify gaps that may hinder the relationship. Our solution also enabled them to maximize customer retention strategies by identifying the potential customers. Moreover, the patient journey mapping solution offered insights that helped their administrative departments to better engage and communicate with patients.
Patient Journey Mapping Solution Predictive Insights
Understanding the way customers behave can be very valuable for primary health care service providers. In fact, firms in the healthcare industry are now focusing on extracting useful information from a customer’s journey to make better business decisions. Also, the inability of the administrative departments to communicate with patients results in huge losses for the primary health care firms. Using patient journey maps as a guide, primary health care service providers can implement processes that deliver timely and relevant data and fill gaps that cause leakage in the customer’s experience. Moreover, our patient journey mapping solution also helps to improve pre-clinical and post-clinical engagement, as well as other health initiatives.
Here are a few digital trends that are bringing about disruptions in the healthcare industry
- Smart technology and wearable devices: The emergence of smart technology in healthcare has brought about various innovations in wearable devices. Wearables use embedded smart sensors and can also store data that can be accessed when needed or transmit the results to the clinic in real-time. Moreover, such devices can also measure the temperature, perform ECG’s, and DIY blood tests.
- The emergence of big data: Big data is bringing about significant disruptions in every sector, and the healthcare industry is no exception. Gathering and analyzing patient data helps primary health care service providers in measuring customer satisfaction rates. The collected data can also be pooled and studied to predict healthcare trends for the entire country.
- Empowered customers: Patient empowerment is an entirely new trend in healthcare. It’s a new way to look at healthcare and one that holds promise for all of us with easy access to the digital landscape.
To succeed in this digital era, primary healthcare service providers must consider implementing strategies to serve the end-users based on their needs. This necessitates the need for creating and leveraging patient journey maps. Patient journey mapping can be highly influential when it comes to measuring the success of healthcare organizations. It also enables them to reach higher profit margins by prioritizing customer experience. Moreover, by creating and implementing patient journey mapping, primary healthcare providers can improve health outcomes, customer satisfaction, and the organization’s bottom line.