What is the Patient Digital Journey and why does your institution need it?

> A model created by SkyMed to provide a holistic approach to your Patient Care
Just as the Customer Journey exists in the areas that offer commercial products and services, the so-called Patient Journey is becoming increasingly important in the healthcare field: a journey through the different instances of your Patient Care that aims to identify opportunities for improvement for healthcare institutions and healthcare providers.
Working on the Patient Journey is fundamental to offer patients the best possible experience, given that when it comes to healthcare services, there is an emotional component associated with it that can have an impact on how your patients perceive your service and care.
At SkyMed we proposed to take this model and adapt it to implement its use even in the previous instance, when a patient is still a potential patient. The idea we have is to offer a holistic approach that takes into account the experience from a lead to a loyal patient in order to generate a Top of Mind that conveys care and concern for the welfare of each patient. We call this model Patient Digital Journey.
Our Patiente Digital Journey combines a solid BPO strategy designed from health services and medical care, together with a Marketing Strategy focused on health. Below, we detail each of the stages.

Training
We use CAPTURE METHODOLOGY through a hybrid scheme of operational efficiency to reach the audience we need, taking advantage of the potential of digital channels.
Lead conversion
Specialized health personnel contact the patient in order to coordinate and make an appointment for a medical consultation or medical study.
Follow-up
Appointment follow-up and confirmation. Efficient management of possible cancellations, modifications and rescheduling of the data file to the medical history is implemented in order to make the appointment.
Feedback
At the end of each journey, we conduct a Patient Experience Evaluation Survey to identify areas for improvement and contribute to the traceability of patient data.
Loyalty
According to the feedback, a personalized WELLNESS PLAN is put together for each patient. This plan is designed according to the patient's profile and needs and may contain:
- Chronic patient management
- Care plans
- Supplementary health information
- Checkup reminder
- Follow-up of chronic treatments
And this stage takes us back to the CAPTURE stage in order to keep the process active and maintain the patient portfolio.
Designing a demand generation strategy in healthcare includes challenges specific to the world of healthcare that distinguishes it from any other strategy in the world of marketing. Therefore, it is important to take these elements into account and always have a specialized view of the healthcare world that also combines the key marketing tools to expand your patient portfolio and achieve a good positioning of your health center or service provider.
At SkyMed we specialize in improving your Demand Generation management. To learn more, contact us here to arrange a virtual meeting with one of our representatives.
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