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Patient experience starts with patient access.

Next time you need to reach out to your healthcare provider, consider exploring what digital options are available... Relatient published an article in Becker's Healthcare citing research that dives into the impact of digital empowerment on patient satisfaction and contact center performance. Here are a few stats cited (sources in the article): 1. Lower wait times have been proven to improve a patient’s perception of access to an organization. 2. 75% of patients who abandon a call don’t call back. 3. 4 out of 10 leaders cite staff turnover as a main driver of inefficiencies in their contact center. 4. Nearly 85% of provider organizations limit patients to only scheduling appointments through the front desk or contact center (call to schedule). 5. 61% of patients reported skipping a doctor appointment due to challenges associated with scheduling. 6. Nearly one-quarter of providers note that implementing patient self-scheduling is one of their biggest operational priorities. 7. Patient appointments increase when patients are empowered to self-schedule. 8. Rules-based digital tools can help shift up to 20% of appointments from traditional phone calls to self-scheduling. 9. Cumbersome tasks like appointment reminders, follow-ups and clunky referral processes can all be moved into automated or self-serve solutions to streamline the patient experience and lighten the daily call volume. 10. 96% of providers say that they aren’t currently utilizing chat functionality to reduce the burden of inbound patient communications. 11. The vast majority of customers (86%) prefer to get answers from a chatbot instead of a web form. Link in the comments! #patientaccess #digitalhealth #patientengagement #healthcareIT

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