It's a known fact that the health care industry has always lagged behind when it came to adopting new technologies and providing great customer service. Maybe because it sells a product that is so coveted (health) that it can afford to provide bad customer service and still be highly profitable. Simple market dynamics.
However, this study suggests that this picture is about to change. Patients are acting more and more like consumers. As they learn more about their medical needs and the quality of different providers, they flock to the best ones.
Making an effort to provide your patients with the best experience is more important now that it has ever been before.
Onboarding is the management of the early stages of a relationship between a business and a customer.
The hottest industry of the moment -the tech industry- is obsessed with the client onboarding experience and has been using it as a competitive differentiation strategy for a long time now.
Borrowing a little bit of their obsession with the onboarding process and applying it to our patients can do us a lot of good.
If we look at the current intake experience offered by most practitioners, it's easy to realize why we get the bad reputation. The onboarding usually involves lots of paperwork and waiting.
Not many people enjoy filling out paperwork and our patients are probably not the exception. Most of them are already using the internet for most things, like applying for jobs, investing, renewing their drivers license, shopping and even looking for partners.
Many times, attempts to provide a better patient experience are stifled by rigid regulations and the deep-rooted bureaucracy of our health care system.
However, the patient intake process doesn't need to be that antiquated. We have enough technology at our disposal to make the process smooth, safe and efficient, at a much lower cost than 10 years ago.
Offering electronic intake forms is the easiest and most inexpensive way to improve your onboarding process.
You can start improving your patient onboarding experience today by trying IntakeQ for free.