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.