What is the Omniexperiencia en Salud about?

> Patient experience in the healthcare world is fundamental for any center or institution.

Do you know what the term Omniexperience means? Who is it for? How can you deliver it? Here, we want to answer these questions and take you through a little bit of what Omniexperience means when we are in the healthcare industry. Shall we get started?

First things first, Omnichannel

We have already told you about omnichannel strategies in the healthcare world and the processes to which you can apply them. So you are already aware that Omnichannel allows you to offer a cohesive message across all your communication channels equally with absolute availability to your patients and associates.

Now, what is the result of a well-implemented Omnichannel Strategy? That is when the Omniexperience appears: your patient or associate perceives a holistic communication. It could be a comment on a social network, followed by an email and then a phone call: no matter the medium or the different instances of communication, your patient or associate knows that he or she is dealing with the same center or institution, that is to say, he or she is experiencing an Omniexperience.

Omniexperience, ideal for patients and associates

The healthcare field has a particularity compared to other areas: the service experience is the core of the service itself and represents a fundamental axis of everyone's life. With that in mind, it is crucial to be able to plan how your patients or associates will interact not only with medical care but also with the other areas that come into play before and after, such as sales, patient care, collections and/or loyalty.

Thinking about how a patient's experience is delineated allows us to identify what adjustments must be made to guarantee the Omniexperience we wish to achieve and to better understand how the experience we are offering is configured.

The patient's pathway

Although we can make a general projection of the Omniexperience that we want to offer our patients and associates, it is also important to consider the journey they make from their interest in the health service until their consultation, contracting or membership becomes effective, and which are the recurring routes we offer them. At each step of this journey, Omnichannel will be present, so at each stop, this experience will be part of the Omniexperience that we offer.

The core of everything always lies in the implementation of the Onnicanal strategy to your communication channels. To the extent that this strategy is adapted to the needs of your patients or associates, their Omniexperience will be much more satisfactory and this will guarantee their loyalty, a key point for the permanence and growth of your health center or institution.

At SkyMed we are experts in applying omnichannel to healthcare processes. To learn more, contact us here to arrange a virtual meeting with one of our representatives.

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