Patient Journey Part 2: How can real-time engagement improve the experience of oncology patients during their visit?
In our first installment of this blog, we discussed creating a patient-centric operational treatment plan, and using an omnichannel approach to delegate and empower the patient as an integral part of the oncology patient journey. In this post we...
Patient Journey Part 1: How can omnichannel engagement improve the experience of oncology patients and supporting family?
Healthcare providers today ask more of patients; inundating them with intake forms, screening questionnaires, patient experience & satisfaction scores and more. Nevertheless, patients are interested in getting pertinent educational information,...
10 Things Every Service Based Organisation Needs to Do to Improve their Customer Experience
As we delve deeper into ‘the age of instant gratification,’ customer experience is not just a consideration, but the metric by which many organisations live or die. It’s also one that most service businesses are looking to improve – research by...
PART 2: Service design for the patient of the future
Following on from Part 1 which explored the basic principles of service design, the practical and applied framework through which an organisation’s services are designed from scratch or existing services re-designed, is the service design...
Part 1 of 2: Service design for the patient of the future
Less than a decade ago patients would automatically consult a medical professional to address their health issues. Now with the proliferation of technology and availability of information, the patient approach to manage their healthcare has...
The Benefits of queue analytics
How many people are standing in your waiting lines at a given moment? How long will they be waiting? How long is too long? At what point are your queues hurting your service experience and resulting in dissatisfied customers?
7 clever ways to reduce waiting times in your organisation
Nobody likes waiting in queues. Not only is the lost time frustrating, but also the feelings of uncertainty, boredom and annoyance makes the wait so undesirable and sometimes unbearable! Here are 7 ways to reduce waiting times in your service...
Customer experience is a conversation - how do you make it the best one you can?
Now that the world is technically at the fingertips of anyone with a smartphone, customers are getting savvier and savvier. And as they do, they are expecting the best possible customer experience – from every provider, every time.