One Industry Ripe for Better Customer Experience: Healthcare

The Gist

• Healthcare needs change. Shifting from a system focused solely on disease treatment to one that prioritizes the whole patient is essential for better patient experience.

• Technology enhances care. Tech like telehealth and AI-powered diagnostics improves care, but it should complement the human connection, not replace it.

• Culture drives improvement. Building a culture of care within healthcare organizations strengthens patient trust and drives better outcomes.

I’ve spent most of my career watching the healthcare industry and seeing what works and what doesn’t. One fact has become crystal clear. We need a change in how we treat those we serve, our patients.

We often get so caught up in the complexities of medicine that we can sometimes overlook the simplest truth. Healthcare is deeply human. We’re working with people who are often vulnerable, scared and seeking help. That’s why I’m convinced that building the future of healthcare means fundamentally improving patient experience.

Table of Contents

Current Patient Experience Challenges in Healthcare

For too long, healthcare has been a system that feels impersonal, reactive and, frankly, confusing. Imagine trying to navigate complicated insurance paperwork while also trying to heal. It’s a daunting task, and it’s no surprise that many patients feel like a number, not a person.

A recent study published in the Journal of Patient Experience shows that patients who report poor experiences are less likely to adhere to treatment plans and more likely to have worse health outcomes. This is a problem we can fix. If we are to truly make healthcare better, we need to move away from just treating the disease and towards supporting the whole person.

This means looking at every interaction from the patient’s perspective. How easy is it to book an appointment? How welcoming is the waiting room? How well do we communicate test results or treatment plans?

These are not just minor details. They are, in fact, the cornerstones of an excellent patient experience. In one case study from the Harvard Business Review, a hospital implemented a simple process of sending patients detailed follow-up instructions. This resulted in a 30% reduction in readmission rates. This showcases that investing in customer experience goes beyond patient satisfaction and actually drives better outcomes.

The Power of a Patient-First Mindset

I’ve always believed in looking at things from different angles. In business, it’s important to consider your customer. In healthcare, you need to consider your patient. That means creating systems and processes built around their needs and preferences rather than the other way around. It means asking hard questions like, “What’s causing patients frustration?” and “How can we make things easier for them?”

Let me give you a practical example. Take the process of scheduling an appointment. Instead of making patients navigate a complex phone system, we should offer easy online booking options or personalized text reminders. One clinic I’ve worked with invested in a user-friendly patient portal. The results were astonishing. Patients spent less time on the phone, more appointments were kept, and patient satisfaction scores went up across the board. This is not rocket science. It simply means valuing the time and experience of the patient.

Technology as a Force for Good

It’s evident that technology plays an important role in healthcare. We need to find a way to incorporate useful tools to improve care, but we should not replace the human connection. Technology is a tool that, when used correctly, can personalize care, improve communication and streamline the patient journey. From telehealth appointments that allow patients to connect with their doctors from the comfort of their homes to AI-powered diagnostic tools that provide faster results, the possibilities are vast.

However, we have to be careful. Technology without a human touch will fail to make the difference we want it to. For instance, some hospitals have implemented AI-driven symptom checkers. While these can be a helpful guide, they are not a substitute for a doctor listening to a patient’s story.

At the end of the day, it’s the human connection that builds trust and creates a sense of partnership in the healing process. We cannot forget that.

Related Article: AI-Driven Customer Experience: A Game Changer for Healthcare

Creating a Healthcare Culture Centered Around Care

To truly transform the patient experience, we must build a culture of care. This means training and supporting our healthcare teams to connect with patients on a human level. It means encouraging empathy, active listening and clear communication. It means recognizing and rewarding staff that consistently go the extra mile for their patients. We must move beyond processes and build relationships.

We can learn so much from other industries. For example, Ritz-Carlton and Southwest Airlines have built their brands on delivering excellent customer service. They go to great lengths to understand their customers’ needs, and they’ve empowered their staff to solve issues quickly. Healthcare can do the same. If we commit to our teams and patients, we can make a difference.

This goes beyond patient satisfaction. It helps build a more effective and efficient healthcare system. When patients feel valued and understood, they are more likely to engage in their care, which leads to better outcomes and a stronger sense of trust.

The path forward is to start with your team. Let them be part of the process. Make it a collaborative and inclusive effort.