The rise of consumerism in healthcare is driving many marketers to focus on patient experiences. With a variety of provider options available, customers want exceptional care experiences – and aren’t standing for any less.
In fact, Forrester research found that 45 percent healthcare customers are frustrated enough by poor customer service that they lost touch with the health system completely.
This shockingly large percentage shows health organizations need to prioritize patient experience in order to create superior care encounters. How do health systems prioritize patient experience? By boosting patient engagement. This idea is proven; health systems with more engaged patients see higher patient satisfaction numbers and reap other benefits like higher acquisition and retention rates and increased revenue.
A key factor in patient engagement is the call center since 75 percent of healthcare consumers communicate with brands via call centers. This channel presents countless opportunities for health systems to engage patients and create exceptional patient experiences. In this post, we will look at how healthcare CRMs and call centers integrate to increase patient engagement.