Communities have emerged as the most effective way to capture patient feedback and turn it into actionable insights and higher satisfaction.
Following a life-altering worldwide pandemic, healthcare providers have come to the realization their industry is now one of customer service and growth is tightly linked to patient experience. Dissatisfaction has consequences, particularly in times of economic distress: 47% of consumers say they’ve cut healthcare spending to save money and offset higher prices.
It’s clear what providers have to do to succeed: prioritize the patient experience, provide personalized and innovative care, de-risk decisions, and in the long term, build lasting relationships with patients by adapting to their changing needs. It’s the only way to maintain a strong position in a highly competitive market.
The question is how.
Communities have emerged as the most complete and flexible answer: their ability to uncover patient motivations, preferences, and beliefs and turn them into actionable data is unparalleled. In the case of Alida Community, this relationship-based approach progressively profiles the customer at every interaction point, generating even richer insights.
Applied to healthcare, communities bring friction points to the surface, enable providers to test and validate messaging and program development, and help shape compelling and user-friendly digital journeys for patients. By adopting patient-centered programs through community-based insights, providers can reduce patient effort, improve satisfaction, and provide overall more positive experiences for patients and their families.
Take the case of Bayshore HealthCare. One of Canada’s leading providers of home and community healthcare services (over 350,000 clients across Canada), Bayshore prioritized gathering targeted feedback on patient and client experiences and their Net Promoter Scores (NPS) numbers shot up.
The root of their strategy was placing the patients (and clients) at the center of their operation: They relied on their Alida-powered community to actively listen to them, acquire actionable insights, and react accordingly.
The success of this approach inspired the company to celebrate national Patient/Client Experience Week, an annual recognition of health care staff who impact the patient experience every day. Alida was proud to partner with Bayshore to celebrate their employees across Canada who have made an impact through creating positive experiences for those in their care.
Bayshore is not the only healthcare provider that has partnered with Alida to discover what patients want and need from their providers. These are their stories.
Duke Health
In order to develop a superior digital experience, Duke Health launched a 3,000-member Alida community that informed a wide range of patient-centric initiatives. By doing this, Duke Health successfully incorporated Voice of Patient into the decision-making process and the brand gained confidence in their product development cycle.
Duke Health also realized external surveys didn’t provide enough flexibility to ask questions about initiatives to improve the patient experience. The company decided to rely on their Alida-powered insight community to collect feedback instead. In the first 10 months, the approach saved Duke Health over $200,000 in research costs.
Experian Health
Experian Health found value in community by getting closer to both their employees and patients, especially during the recent time of pandemic uncertainty.
In order to develop a plan that delivered genuine value, Experian surveyed their employees in their community to determine their needs during the pandemic. The insights resulted in regular email communications from execs, wellness resources, and tools to cultivate connections as the team transitioned to working remotely.
As for VoP, having seen success with a customer-centric approach, Experian knew their response to COVID-19 had to be driven by insights. The company’s reaction, developed from survey results obtained from within their Alida community, was to make two free tools available to the public: payer policy alerts and a COVID-19 heat map.
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Based on these success stories, it’s clear understanding your patients and employees is critical to your success and their satisfaction. Gaining and leveraging this knowledge is key to delivering exceptional experiences across every touchpoint in the patient journey.
A candid moment at the celebration of Patient/Client Experience Week, an annual campaign that celebrates Bayshore employees who make a positive impact in care settings.
Stream the on-demand webinar “Capturing Voice of Patient from Hard-to-Reach Audiences to Drive Value” and hear from expert panelists about leveraging VoP to collect feedback and continuously improve experiences.
