Changing economic and demographic characteristics are affecting the healthcare needs of patients worldwide. For healthcare companies, patient satisfaction is likely to become an increasingly important source of competitive advantage. The key to patient engagement and satisfaction is identifying gaps in offerings and delivering exceptional customer service. As such, healthcare companies worldwide are focusing on understanding how patients interact with a hospital or health system throughout their care journey. This is where patient journey mapping comes into play. By leveraging patient journey mapping solution, healthcare companies can identify gaps that may hinder their relationship-building during preclinical phases, create personalized experiences for each patient, and unlock opportunities to improve pre and post-clinical patient engagement.
Recent statistics show that healthcare providers that emphasize the customer experience achieve greater revenue than providers that do not prioritize the customer experience. Our patient journey mapping engagement can help you to enhance the customer experience. Request a FREE proposal here.
Business Challenge
The client is a healthcare company based out of the United Arab Emirates.
A healthcare company encountered a stagnant growth for two consecutive years. Also, they were losing ground to competitors. To stay competitive and retain valuable patients, they wanted to better understand patient experiences during every stage of interaction with the health system, match their business objectives with ever-changing market forces, and build long-term patient relations. Besides, to efficiently engage today’s value-driven customers, the client wanted to identify areas for improvement by mapping the entire patient journey and focus on creating excellent experiences for their patients. To do so, they chose to collaborate with Infiniti Research to leverage their expertise in offering patient journey mapping.
Other key objectives of the client were:
- Understanding patient behavior throughout every stage of their care journey
- Understanding patients’ needs, demands, and preferences
- Understanding the gaps and opportunities to improve patient communication
- Improving patient engagement through timely and targeted outreach efforts
- Keeping up with shifting market forces to ensure high rates of patient acquisition and retention
- Creating personalized experiences for each patient by deeply understanding their needs and preferences
- Improving pre-clinical customer engagement
- Uncovering latent market opportunities
- Examining how you stack up against competitors throughout the customer journey
By leveraging patient journey mapping, leading healthcare companies are crafting a strategic and personalized approach to keep their patients engaged during the whole journey. Don’t get left behind. Contact us to leverage patient journey mapping solution.
Our Integrated Approach
The experts at Infiniti Research followed a detailed approach to patient journey mapping.
We began with comprehensive patient journey mapping for different diagnostic services. We also had in-depth interviews with internal team members to identify bottlenecks. Besides, open-ended interviews with patients and their relatives were conducted to identify patients’ pain points.
The next phase of the patient journey mapping engagement involved following data collection methods such as one-on-one patient and one-on-one staff interviews to help the client understand their patients’ thoughts, feelings, and actions when they interact with the health system.
The next phase involved gathering internal patient satisfaction survey data to understand patient behavior throughout every stage of their care journey. This phase of the engagement also involved using the patient experience survey data to identify patients’ pain points.
The final phase of the engagement involved making a list of the high-volume services that have a significant impact on the client’s bottom line. Besides, deep-dive secondary research by seasoned analysts was conducted to gather available information and insights. Also, validation of market data and study results with market experts and independent consultants were conducted.
Business Outcome
With Infiniti’s patient journey mapping solution, the client was able to improve health outcomes, patient experience and engagement. Also, patient journey mapping helped the client to reduce the likeliness of missed appointments and readmissions.
With Infiniti’s patient journey mapping engagement, the client was able to create personalized experiences for each patient by deeply understanding their needs and keep up with shifting market forces to ensure high rates of patient acquisition and retention. Also, the client was able to better understand patient experiences throughout each stage of interaction with the health system and identify gaps and opportunities for improvement in patient communications. In addition to this, the client was also able to explore opportunities to improve pre- and post-clinical patient engagement through timely, targeted outreach efforts and boosts retention rates by reinforcing long-term patient relationships.
In a short period of 90 days, the results of patient journey mapping have been extremely encouraging for the client, both in terms of employee engagement and patient experience. Subsequently, the healthcare industry client was able to realize savings of over 1.8 million AED.
Want to know more about our patient journey mapping engagement? Request more info and our experts will get in touch with you with detailed insights.
