Experience as a core driver of patient’s choice
In today’s cut-throat competitive world, customers are considered the king of any business. To maintain its competiveness it is important that every organization keeps its customers happy and satisfied. To move ahead of competitors it is important to satisfy the needs of customers. Customer satisfaction depends on the service provided by the healthcare centers in relation to customer’s expectations. If the customer is dissatisfied or fairly satisfied they can easily switch to some other healthcare center along the way.
It is quite natural that customers prefer and continue to go to a healthcare center based on their previous experience. Many customers say that non-clinical experience is as important as clinical reputation of the healthcare center in making choices. Experience is the key driver in deciding whether the customer wants to go back to the same healthcare center or wish to change the provider. There are maximum and increasing numbers of evidences showing that addressing customers needs in healthcare leads to improved healthcare outcome. When the customer’s experience is positive his perception is also positive and the clinical outcome is also more likely to be positive. This positive experience will make the customer go back to the same healthcare center and also share it with friends and family. So making sure that the patient had a nice positive experience in the healthcare center will make patients visit again.
Healthcare industries exist only to serve people. When trying to evaluate and compare different healthcare systems patient experience is very crucial. Today healthcare centers are facing tremendous pressure in delivering effective clinical and financial results but unfortunately at the expense of patient experience. But however, healthcare centers are ready to accept that patient experience can have a major effect on both clinical and financial outcome of their organization.
Retaining and satisfying the old customers is as difficult as finding another new customer. Hence, to make sure that customers come back to their organization to receive the best quality treatment and the best customer experiences all healthcare centers should give importance to customers so that no customer is lost just for a simple reason – poor service. Every healthcare center should remember that nothing makes a customer happy and come back than attention and courteousness from the healthcare provider.