Healthcare Call Centres

The Next Generation Healthcare

Ms. V.Vidhya, Asst Professor, SIMS

 

Today’s consumers expect more and they have many options in their fingertips. It may be for ordering a food, shopping, booking a ticket and so on. The consumers interact with many different businesses in different ways. The consumers will take up the mobile and browse for the website to order or download the app of the particular business and order the product if they are loyal or not loyal to the brand. It makes a sense to the consumer that product is always available anytime anywhere.

Likewise, the healthcare industry is also emerging with many different concepts to make themselves available always. Unfortunately, the day-old health system i.e. consumer facing business is still inevitable in the health care industry. The healthcare call centre experiences are still poor as many consumers / patients have issues of lack of data integration, health systems that lead to patient frustration. Nearly 26% of patients report that if they contacted the health system over phone, the call will be transferred more often without resolution.

The next generation healthcare call centre starts with the in-depth analysis of existing patient experiences where we identify the unique and preferences. Patient journey mapping is a tool that healthcare providers use to find out those individual persons, recognizing that each department may have a different perspective on what that journey looks like. When evaluating the patient experience, we need to remember that their journey extends beyond the clinical experiences. Where the clinical journey of a person is linear the overall journey extends to period of month and years, or even generation

Each person has a different state of consumerism and has different beliefs, preferences to interact with the health system. Some patients prefer phone calls as they desire a “personal touch. Others may not want to be on the receiving end of multiple calls and they do not prefer their solutions through a phone call.