Are you using the best channels to communicate with your patients and associates?

Digital transformation in communication channels

The way in which healthcare institutions, health insurance companies or service providers interact with their patients and associates has changed significantly in the last two decades. Increasingly , people interact and make part of our routines digital experiences through different platforms (Amazon, Whatsapp, Spotify, Google, etc.) and this causes a demand for the best digital channels, with content tailored to our interests and needs in all aspects of our lives.

In response, many industries have launched large-scale omnichannel transformations, and both patients and partners are experiencing the benefits. For example, in telecommunications, 44% of all consumer requests are handled through digital channels, including websites and apps.

At par, in the Healthcare Industry, chatbots and other artificial intelligence (AI) assistants are being systematically implemented to help patients get a digital experience. Although healthcare institutions and facilities still offer users traditional channels and touch points with service advisors, most patients and associates enjoy the convenience that digital technology offers them and do not want to go back to the days when all paperwork and procedures had to be handled in person. Especially, with the current restrictions on face-to-face due to the global pandemic.

Even though this digital transformation is ongoing, in many cases, it has been a less smooth process. Many healthcare institutions had to run behind the demands and could not make a proper and strategically thought out technological implementation. In many cases, channel switching cannot be done easily because the different channels are not connected. A patient who leaves an online site and contacts an offline channel (e.g., a Call Center) often has to start all over again, a process that generates frustration and higher costs for healthcare institutions.

In cases where digital offerings do not provide an easier and faster experience, many patients choose to continue using traditional channels because they think it will be more effective. This results in a steep drop in satisfaction and an increase in the cost of investment in patient care for healthcare facilities and institutions.

The question we would like to ask you is: are your communication channels what your patients and associates need? If you are not sure of the answer or would like to check, we are here to help. At SkyMed we specialize in applying technology and methodology for process improvement in your healthcare facility or institution. Leave us your contact information here to arrange a virtual meeting with one of our representatives.

Remember that to learn more and keep up to date with the latest news from the world of technology and health, you can subscribe to our newsletter by clicking here.