Creating Experience in Healthcare is focusing on building personal relationships with clients. How do we incorporate the personal connections into technology?
When you enter any showroom or inquire for a house or participate in any event, they collect your personal details and then based on the assessment of the sales person, they categorize you for what kind of potential client you are. Based on which category you fall into, the system will keep reminding the sales person for timely follow up’s with you for a potential sale.
In a similar way, incorporating the patient experience based on what category they fall into (Inpatient/ Outpatient / kind of treatment they come to the hospital etc.) can help the administration provide the experience. Over the period of time, providing experience becomes a habit.
In their book Patient Comes Second authors Paul Spiegelman and Britt Berrett highlight how Healthcare organizations are developing the habit of cultivating experience in various places across America.
In countries like India, where we have challenges for various reasons, along with building a culture of experience, technology should also help to cultivate the habit in the workforce by incorporating experience into the workflow.
What do you think?