How Customer Experience Equates to KPIs: Strategies That Hospitals and Healthcare Systems Can Leverage to Turn Data into Actionable Insights
// By Andrew Rainey //
More than ever, today’s consumers are conducting research online before making healthcare decisions. Organizations need to work harder — and smarter — to provide exceptional patient experiences reflected in their brand’s online reputation, to ensure that patients choose them for their healthcare needs.
Unfortunately, the healthcare landscape has been turned upside down by the COVID-19 pandemic, forcing healthcare systems to cancel routine appointments and reduce noncritical access to facilities. This has caused consumers to increasingly seek out healthcare and patient access information online, including telehealth options.
To understand the patient journey and improve care, healthcare organizations must analyze the vast amounts of customer experience information at their disposal, both proprietary and third-party data, in addition to patient feedback regarding virtual healthcare experiences. But with the increased growth of data analytics over the past few years, it can be hard to focus on the right metrics for measuring what matters most to your business.
Below is a step-by-step guide to help hospitals and healthcare systems effectively track key performance indicators (KPIs), leverage performance and customer experience data, and gain actionable insights that will increase patient acquisition and retention.